Community Support Manager at Raya

About the Role

We are seeking a passionate Community Support Manager to join Raya's global Community Support team. This role is pivotal in upholding Raya's values and delivering a world-class experience to our members. We view support as a craft, aiming to set a new global standard for thoughtful, high-touch, member-obsessed customer support. You will serve as the voice of the company, ensuring every interaction feels personal, empathetic, and genuinely helpful.

Our support team operates with a hospitality mindset, treating every interaction as an opportunity to make a member feel welcomed, understood, and cared for. You will collaborate closely with our talented global support team and work daily with Community leadership and cross-functional partners across the business.

Responsibilities

• Play a key role in upholding Raya’s values and delivering a world-class member experience across all touchpoints.
• Serve as the primary point of contact for members, expertly navigating questions and resolving complex issues to ensure high satisfaction.
• Approach every communication with clarity, empathy, warmth, and intentionality.
• Manage interactions involving personal details, private information, and sensitive content, requiring utmost discretion, integrity, and sound judgment.
• Collaborate with global support teams and cross-functional business partners to improve member journeys.

What We Require

• A genuine passion for helping people and a proven dedication to going the extra mile in every interaction.
• The ability to communicate with high levels of empathy and professionalism, embodying world-class support standards.
• The integrity and judgment necessary to handle sensitive and private member data responsibly.
• Flexibility for demanding shift schedules, including weekend work.

Schedule Expectations

Please note that this position requires adaptability regarding scheduling. Availability is needed for either a Thursday-Monday or Saturday-Wednesday or Wednesday-Sunday rotation. Early morning or evening shifts will be required depending on your time zone, and some public holidays will be included. Shift schedules are reviewed regularly and may evolve based on business needs.