Community Support Specialist for Raya at Raya

About the Role

At Raya, our mission is to connect members with exciting people and opportunities worldwide. We operate as a private community focused on dating, networking, and friendship. The experiences we provide through our product are strongly supported by our dedicated teams. Our Community Support team is designed to set a new standard for thoughtful, high-touch, member obsessed customer support. We aim to be the most considerate support team globally, ensuring every interaction feels personal, empathetic, and genuinely helpful.

We are searching for individuals who genuinely care for others, are driven to go the extra mile in every interaction, and take the time to understand the core reason behind a member's outreach so they can respond with clarity, warmth, and genuine care. If you believe support is a craft and want to help define what world-class service feels like, we encourage you to apply.

As a key member of the Community Support team, you will uphold Raya’s values and deliver a world-class member experience. You will act as the voice of the company, guiding members through questions and resolving issues while making them feel genuinely supported. We approach support with a mindset mirroring hospitality, viewing every interaction as an opportunity to make someone feel welcomed, understood, and cared for.

You will collaborate daily with our talented global support team, as well as Community leadership and various cross-functional partners across the business. This is a fully remote position reporting directly to the Head of Community Support.

Important Note on Responsibilities: Because this role involves handling personal details, private information, and other sensitive content, integrity, discretion, and sound judgment are absolutely essential.

Schedule Requirement: Please note that this role requires weekend work and availability to fit into one of the following schedules: Saturday to Wednesday, Wednesday to Sunday, or Thursday to Monday. Early morning or evening shifts will be necessary depending on your time zone, and some public holidays are included. Shift schedules are reviewed regularly and may change based on business requirements.

What You'll Do:

• Provide timely, accurate, and precise support to Raya members via email.
• Manage 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 drive improvements in the member experience.
• Participate in product testing and quality assurance efforts during new releases.
• Analyze support data and uncover actionable insights to boost team efficiency and the overall member experience.
• Actively contribute to enhancing support workflows through policy and process improvements.
• Help foster a positive, collaborative, and high-performing team and company culture.

What We're Looking For:

• Proven experience in customer service, regardless of the industry.
• Exceptional written and verbal communication skills.
• Strong abilities in critical thinking and problem solving.
• Excellent active listening skills necessary to understand member needs and provide highly customized responses.
• Superb attention to detail coupled with a consistent focus on quality.
• Deep empathy, patience, and a calm, thoughtful approach to conflict resolution.
• A genuine passion for delivering exceptional service and maintaining a high bar for the member experience.
• Comfort working within a fast-paced startup environment.
• The capability to handle sensitive and confidential content with the utmost care.
• Ability to adhere to a Sunday to Thursday or Thursday to Monday schedule, which may involve early mornings or late evenings based on your local time zone.

Nice to Have:

• Experience within hospitality, member clubs, or other high-touch service environments.
• Familiarity with the Raya application and community.
• Experience using Zendesk or a comparable support platform.