Community Support Manager
我们的重点在 Raya 是为会员提供世界各地令人兴奋的人和机会。我们是一个私人社区，人们来在那里约会，建立网络和友。关于团队和角色。通过我们的产品创造的经验反映出了支持他们的团队。我们的社区支持团队不仅存在于回答问题，而且设定了一个新的标准，以考虑，高触及，成员痴迷的客户支持可以看起来像什么。通过提供最好的支持，我们通过每一个字都传达了 Raya 的价值观，并旨在成为世界上最有思维的支持团队，每个互动感觉到个人，同情和真正有用。我们正在寻找那些真正关心他人的人，他们被激励在每次互动中去做额外的事情，并花时间了解某人的接触原因，以便他们能够以清晰度，同情，温暖和关怀回应。每个信息都应该感到有意义和考虑。如果你相信支持是一种工艺，并且想定义世界级感觉，我们很喜欢听从你的帮助。作为社区支持团队的一部分，你将在维护 Raya 的价值观和提供世界级成员体验方面发挥关键作用。你将是公司的声音，帮助员工导航问题，解决问题，并真正感觉得到支持。我们与客人招待一样地接近支持，每个互动都是让某个人感到欢迎，理解和照顾的机会。你将与一个有才华的全球支持团队密切合作，每天与社区领导层和跨职能伙伴合作。这是完全远程位置直接向社区支持负责人报告。由于这个角色的性质，你将处理个人信息，私人信息和其他敏感内容。因此，谨慎，诚信和健全判断是必不可少的。请注意：这份职位需要周末工作和在星期六到周三，周三至周日或周四到周一时间表中可用。根据你的时区，早晨或晚上班级都会要求，包括一些公共假期。轮安排定期进行审查，可能根据业务需求而演变。我们的重点是为成员提供世界各地令人兴奋的人和机会。我们是一个私人社区，人们来到那里。
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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.
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