Community Support Manager

RemoteFull-timemid

OtherSupport Manager

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

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,

Technical Tools

OtherSupport Manager

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 Sunday to Thursday 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.

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

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