Community Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver timely, precise, and accurate assistance to Raya members through email correspondence.

• Address inquiries with empathy and a warm approach.

• Troubleshoot product and service challenges, identify underlying causes, propose solutions, and ensure follow-up until resolution and member satisfaction.

• Relay trends, recurring issues, and member insights to enhance the overall member experience.

• Engage in product testing and assist with quality assurance during new product releases.

• Analyze support data to uncover actionable insights that boost team efficiency and enhance member experience.

• Contribute to improvements in policies and processes that refine support workflows.

• Promote a positive, collaborative, and high-performing team culture within the company.

• Collaborate with the global support team, Community leadership, and cross-functional partners.

⛳️ Requirements

• Background in customer service across any industry.

• Outstanding written and verbal communication abilities.

• Strong critical thinking and problem-solving skills.

• Excellent active listening capabilities.

• Exceptional attention to detail with a consistent emphasis on quality.

• Deep empathy, patience, and a calm, thoughtful demeanor for conflict resolution.

• Dedication to providing exceptional service and establishing a high standard for member experience.

• Comfortable in a fast-paced, startup environment.

• Ability to manage sensitive and confidential information with discretion.

• Availability to work a Sunday to Thursday or Thursday to Monday schedule, including early mornings or late evenings based on time zone.

• Experience in hospitality, member clubs, or similar high-touch service settings.

• Familiarity with the Raya app and community.

• Proficiency with Zendesk or a comparable support platform.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work hours and a supportive work environment.

• Access to exclusive community events and networking opportunities.