Community Support Manager at Raya

Who We Are

Raya is a private community where people connect for dating, networking, and friendship. Our focus is to provide members with access to exciting people and opportunities around the world. 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.

Key Responsibilities

• Manage and lead a team of Community Support Specialists, overseeing daily operations and ensuring high performance.
• Develop and implement strategies to enhance member satisfaction, reduce response times, and improve overall support quality.
• Serve as an escalation point for complex member issues, ensuring timely and empathetic resolution.
• Foster a culture of continuous learning and improvement within the team, providing regular coaching and feedback.
• Collaborate with product, engineering, and marketing teams to relay member feedback and contribute to product development.
• Monitor and analyze support metrics, identifying trends and proposing data-driven solutions to enhance efficiency.
• Ensure compliance with company policies and regulatory requirements regarding data privacy and sensitive information handling.
• Contribute to the creation and refinement of support documentation, FAQs, and knowledge base articles.

What you will bring

• 5+ years of experience in customer support or community management, with at least 2 years in a leadership or supervisory role.
• Proven ability to manage and motivate a team in a fast-paced, customer-focused environment.
• Exceptional communication skills, both written and verbal, with a strong emphasis on empathy and clarity.
• Experience handling sensitive and confidential information with the utmost discretion and integrity.
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Familiarity with CRM systems, ticketing platforms, and other support tools.
• Ability to adapt to flexible working hours, including weekends and varying shifts.
• A genuine passion for community building and delivering an unparalleled member experience.

Company Benefits

• Medical and dental coverage.
• $50/day meal stipend (Your choice of Uber Eats, Grubhub, or Doordash).
• Unlimited vacation.
• $1,000 a year to go somewhere in the world that you’ve never been.
• 12 weeks paid parental leave.
• Learning opportunities. Raya’s team includes a lot of amazing people with diverse backgrounds. Our focus at Raya is to provide members with access to exciting people and opportunities around the world.