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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- Weekend work required
- Early morning or evening shifts may be required
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
empathywarmthcritical thinkingproblem-solvingactive listeningattention to detailconflict resolutioncollaborationcommunicationcustomer service