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Head of Community Support

Customer Service
  • Customer Service
  • Anywhere

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.
 
The Head of Community Support will lead and inspire a high-performing support team in delivering a world-class experience to Raya’s private global community. They will drive daily operations, ensure a seamless member experience, and strategically guide the community support function to align with the company’s mission, growth and objectives.
We are open to candidates in Europe.
Team Management & Leadership

Oversee daily performance and productivity of the Community Support team in promptly and appropriately responding to support requests.Conduct one-on-ones and daily standups to monitor performance, resolve challenges, and reinforce goals.Identify ongoing training needs, create development plans, and strategically allocate responsibilities.Manage scheduling of the global, remote support team to ensure quality and coverage.

Business Goals & Operations

Establish and monitor Support SLAs, focusing on productivity, member experience, and quality.Provide timely, organized reports on team performance and projections.Expertly manage and optimize CRM tools and related processes.Ensure compliance by the support team with legal standards (GDPR/CCPA).Maintain a proactive, deadline-driven approach to all tasks.

Strategic Planning & Efficiencies

Continuously evaluate and improve support tools and workflows, integrating AI solutions for optimal member experience.Anticipate future needs and develop strategies for growth, quality improvements, and efficiency gains.Spearhead the development and expansion of the support organization.

Qualifications

Data-driven and business-focused.Highly productive, fast-paced, organized and detail-oriented.Proven leadership experience managing teams supporting premium products with extraordinarily high customer standards.Exceptional verbal and written communication skills.Strong experience with best practices and advanced support technologies (including AI integration)This role requires a strong leader committed to enhancing the member experience, scaling operations, and driving a cohesive, quality-focused community support team.

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