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