About this role
What You'll Do:
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Provide timely, accurate, and precise support to Raya members via email
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Handle a wide range of inquiries with empathy and warmth, ensuring every member feels heard
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Troubleshoot product and service issues by identifying root causes, offering thoughtful solutions, and following up to ensure resolution and member aftercare
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Communicate trends, recurring issues, and member insights to help improve the member experience
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Participate in product testing and support quality assurance efforts during new releases
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Analyze support data and surface actionable insights to improve team efficiency and the member experience
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Actively contribute to policy and process improvements that enhance support workflows
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Help foster a positive, collaborative, and high-performing team and company culture
What We're Looking For:
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Experience in customer service, in any industry
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Exceptional written and verbal communication skills
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Strong critical thinking and problem-solving abilities
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Excellent active listening skills to understand member needs and provide highly bespoke responses
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Superb attention to detail with a consistent focus on quality
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Deep empathy, patience, and a calm, thoughtful approach to conflict resolution
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A passion for delivering exceptional service and setting a high bar for member experience
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Comfortable working in a fast-paced, startup environment
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Able to handle sensitive and confidential content with care
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Ability to work a Sunday to Thursday or Thursday to Monday schedule, including early mornings or late evenings depending on your time zone
Nice to Have:
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Experience in hospitality, member clubs or other high-touch service environments
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Familiarity with the Raya app and community
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Experience using Zendesk or a similar support platform