Remote Global Community Support Lead

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

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