Community Support Manager

Raya; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Fully remote role

Job summary

Raya is seeking a thoughtful Community Support specialist to help members navigate questions, resolve issues, and feel genuinely supported. You will be the voice of Raya, working with a global team and reporting to the Head of Community Support; this is a fully remote role with weekend work and rotating schedules between Saturday–Wednesday, Wednesday–Sunday, or Thursday–Monday depending on time zone.

You’ll handle emails with empathy, troubleshoot, share insights to improve the member

Qualifications

• Exceptional written and verbal communication across channels.
• Strong problem-solving and critical thinking for complex inquiries.
• Active listening to accurately capture member needs.
• Empathetic, patient, and high-quality member interactions.
• Ability to thrive in a fast-paced startup environment.
• Comfort handling sensitive and confidential content.
• Experience with customer service in any industry.

Responsibilities

• Provide timely, accurate support to Raya members via email.
• Handle inquiries with empathy and warmth to ensure members feel heard.
• Troubleshoot issues, identify root causes, and follow up for resolution.
• Communicate trends and insights to improve the member experience.
• Participate in product testing and support QA for new releases.
• Analyze data to surface insights for team efficiency.
• Contribute to policy and process improvements for workflows.
• Foster a positive, collaborative team culture.

Skills

Exceptional written and verbal comms

Strong critical thinking

Active listening

Attention to detail

Empathy and calm approach

Startup environment adaptability

Handle sensitive content

Customer service mindset

Tools

Zendesk

Job description

Our focus at Raya is to provide members with access to exciting people and opportunities around the world. We are a private community where people come to connect for dating, networking, and friendship.

About the Team and Role

The experiences we create through our product are reflected by the teams who support them. Our Community Support team exists not just to answer questions, but to set a new standard for what thoughtful, high-touch, member-obsessed customer support can look like. By offering best-in-class support, we communicate Raya’s values through every word we write and aim to be the most thoughtful support team in the world, where every interaction feels personal, empathetic, and genuinely helpful.

We are looking for people who truly care about others, are motivated to go the extra mile in every interaction, and take the time to understand the reason behind someone’s outreach so they can respond with clarity, empathy, warmth, and care. Every message should feel intentional and considered. If you believe support is a craft and want to help define what world-class feels like, we would love to hear from you.

As part of the Community Support team, you will play a key role in upholding Raya’s values and delivering a world-class member experience. You will be the voice of the company, helping members navigate questions, resolve issues, and feel genuinely supported. We approach support with the same mindset as hospitality, where every interaction is an opportunity to make someone feel welcomed, understood, and cared for.

You will work closely with a talented global support team and collaborate daily with Community leadership and cross-functional partners across the business. This is a fully remote position reporting directly to the Head of Community Support.

Due to the nature of this role, you’ll be handling personal details, private information, and other sensitive content. For that reason, discretion, integrity, and sound judgment are essential.

Please note:

This role requires weekend work and availability for either a Saturday to Wednesday, Wednesday to Sunday or Thursday to Monday schedule. Early morning or evening shifts will be required, depending on your time zone, and some public holidays are included. Shift schedules are reviewed regularly and may evolve based on business needs.

What You'll Do:

• Provide timely, accurate, and precise support to Raya members via email
• Handle a wide range of inquiries with empathy and warmth, ensuring every member feels heard
• Troubleshoot product and service issues by identifying root causes, offering thoughtful solutions, and following up to ensure resolution and member aftercare
• Communicate trends, recurring issues, and member insights to help improve the member experience
• Participate in product testing and support quality assurance efforts during new releases
• Analyze support data and surface actionable insights to improve team efficiency and the member experience
• Actively contribute to policy and process improvements that enhance support workflows
• Help foster a positive, collaborative, and high-performing team and company culture

What We're Looking For:

• Experience in customer service, in any industry
• Exceptional written and verbal communication skills
• Strong critical thinking and problem-solving abilities
• Excellent active listening skills to understand member needs and provide highly bespoke responses
• Superb attention to detail with a consistent focus on quality
• Deep empathy, patience, and a calm, thoughtful approach to conflict resolution
• A passion for delivering exceptional service and setting a high bar for member experience
• Comfortable working in a fast-paced, startup environment
• Able to handle sensitive and confidential content with care
• Ability to work a Sunday to Thursday or Thursday to Monday schedule, including early mornings or late evenings depending on your time zone

Nice to Have:

• Experience in hospitality, member clubs or other high-touch service environments
• Familiarity with the Raya app and community
• Experience using Zendesk or a similar support platform