The Community Support Manager will provide empathetic and high-quality support to Raya members, resolving inquiries and improving member experience while collaborating with a global team.
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 email
- Handle 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 help improve the member experience
- Participate in product testing and support quality assurance efforts during new releases
- Analyze support data and surface actionable insights to improve team efficiency and the member experience
- Actively contribute to policy and process improvements that enhance support workflows
- Help foster a positive, collaborative, and high-performing team and company culture
What We're Looking For:
- Experience in customer service, in any industry
- Exceptional written and verbal communication skills
- Strong critical thinking and problem-solving abilities
- Excellent active listening skills to understand member needs and provide highly bespoke responses
- Superb attention to detail with a consistent focus on quality
- Deep empathy, patience, and a calm, thoughtful approach to conflict resolution
- A passion for delivering exceptional service and setting a high bar for member experience
- Comfortable working in a fast-paced, startup environment
- Able to handle sensitive and confidential content with care
- 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:
- Experience in hospitality, member clubs or other high-touch service environments
- Familiarity with the Raya app and community
- Experience using Zendesk or a similar support platform
Top Skills
Zendesk
Raya Los Angeles, California, USA Office
Raya is centrally located in Los Angeles. Our office is nestled among some of LA's best known sites, including LACMA and the Grove.
Similar Jobs
_1.png)
Real Estate • Travel • PropTech
Lead the strategy for community support products, utilizing AI to enhance user experience and scalability globally. Collaborate with teams to create a seamless support platform and assess product performance.
Top Skills:
AIMachine Learning
Real Estate • Travel • PropTech
The Senior Program Manager will implement large-scale programs in Community Support, collaborating across functions to achieve strategic goals and drive exceptional service.
Real Estate • Travel • PropTech
Lead and mentor a team in developing AI models for Airbnb's Community Support Platform, focusing on strategy, innovation, and technical excellence.
Top Skills:
AILlmsMachine Learning
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
