In a world where many social apps measure their success by time spent online, Raya is a technology company focused on providing utility. Our iOS only app is a tool for discovery of and access to exciting people, events, opportunities and recommendations globally. We believe that by marrying great software with a membership based community built around core values of trust, creativity, and reciprocity, we can provide solutions that have heretofore been impossible.

The experiences of our product are mirrored by the teams that support them. By providing best in class support for potential members and current members we are able to communicate our values through the voice of our team. The community support team is expected to provide unparalleled product and service information, assistance, and communication. We are looking for people who can empathize with our members and be patient and understanding of the issues they are facing. Each communication with a member should feel as personal as a message with a friend or family member. Taking the time to understand the reasoning for someone’s outreach helps us to better assist and resolve in a more effective way.

This role requires scheduling with other team members for alternating weekend/holiday coverage in order to ensure our members receive support in a timely manner.

Raya’s team includes the 3rd designer of Facebook, one of the first 10 engineers at Venmo, the PM who launched the like button, the engineer who founded Flipagram and a lot of other amazing people.

Responsibilities

• Be empathetic to all types of issues, understanding the importance of tone in both written and verbal communication.
• Provide product and service information in a productive and helpful manner to members.
• Investigate and resolve product or service problems by determining the cause, identifying and explaining the best solution, expediting the resolution, and following up to ensure resolution
• Communicate common problems, trends, issues to internal teams.
• Escalate changes in issues for immediate investigation.
• Support quality assurance during releases by actively using the product
• Analyzing support information to provide reports to internal teams and suggest tools and product changes to increase efficiency.
• Evolve the process of the support team for continued growth in efficiency
• Positively contributes to the growth and vision of the company.

Requirements

• Understands and is emblematic of Raya’s community and values
• Excellent verbal and written communication skills
• Writing sample to be completed as part of the job application
• Highly organized and quality focused problem solver with great listening skills
• Incredible empathy and conflict resolution skills
• Work schedule flexibility: this role requires scheduling with other team members for alternating weekend/holiday coverage in order to ensure our members receive support in a timely manner

Preferred

• Bachelor's Degree
• Experience with customer service
• Advanced product knowledge
• Proficient with Zendesk