Community Support Manager

Raya is seeking a dedicated Community Support Manager to join our team and provide exceptional, high-touch support to our members. You will play a vital role in ensuring our community feels heard and valued while contributing to the continuous improvement of our product and internal processes.

Key responsibilities

• Provide timely, accurate, and precise support to Raya members via email with empathy and warmth.
• Troubleshoot product and service issues by identifying root causes and offering thoughtful, effective solutions.
• Communicate recurring trends and member insights to help improve the overall member experience.
• Participate in product testing and quality assurance efforts during new feature releases.
• Analyze support data to surface actionable insights that enhance team efficiency and service quality.

Requirements

• Proven experience in customer service roles, ideally within high-touch or hospitality environments.
• Exceptional written and verbal communication skills with a focus on bespoke, empathetic responses.
• Strong critical thinking and problem-solving abilities combined with superb attention to detail.
• Ability to handle sensitive and confidential content with the utmost care and professionalism.
• Flexibility to work a Sunday to Thursday or Thursday to Monday schedule, including early or late hours.

What we offer

• The opportunity to work in a fast-paced, innovative startup environment.
• A collaborative and high-performing team culture that values member experience.
• Direct involvement in shaping support policies and improving internal workflows.
• Full remote work flexibility, allowing you to contribute from anywhere.