warning
Heads-up
Requirements and responsibilities
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.What You'll Do:Provide timely, accurate, and precise support to Raya members via emailHandle a wide range of inquiries with empathy and warmth, ensuring every member feels heardTroubleshoot product and service issues by identifying root causes, offering thoughtful solutions, and following up to ensure resolution and member aftercareCommunicate trends, recurring issues, and member insights to help improve the member experienceParticipate in product testing and support quality assurance efforts during new releasesAnalyze support data and surface actionable insights to improve team efficiency and the member experienceActively contribute to policy and process improvements that enhance support workflowsHelp foster a positive, collaborative, and high-performing team and company cultureWhat We're Looking For:Experience in customer service, in any industryExceptional written and verbal communication skillsStrong critical thinking and problem-solving abilitiesExcellent active listening skills to understand member needs and provide highly bespoke responsesSuperb attention to detail with a consistent focus on qualityDeep empathy, patience, and a calm, thoughtful approach to conflict resolutionA passion for delivering exceptional service and setting a high bar for member experienceComfortable working in a fast-paced, startup environmentAble to handle sensitive and confidential content with careAbility to work a Sunday to Thursday or Thursday to Monday schedule, including early mornings or late evenings depending on your time zoneNice to Have:Experience in hospitality, member clubs or other high-touch service environmentsFamiliarity with the Raya app and communityExperience using Zendesk or a similar support platform
Optionally, you can add more information later (benefits, pre-screening questions, etc.)