Community Member Support

Summary

Join Raya, a technology company focused on providing utility through its iOS app, as a fully remote Community Support Team member. Based in the UK, Australia, or Europe, you will provide unparalleled product and service information, assistance, and communication to members. Empathy, patience, and understanding are crucial, ensuring each interaction feels personal. This role requires flexible scheduling for weekend/holiday coverage and collaboration with team members. You will investigate and resolve member issues, communicate trends to internal teams, and contribute to process improvement and product enhancements. The ideal candidate embodies Raya's values and possesses excellent communication and problem-solving skills.

Requirements

• Understands and is emblematic of Raya’s community and values
• Excellent verbal and written communication skills
• 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 holiday coverage in order to ensure our members receive support in a timely manner
• This is a fully remote position
• Based in UK, Australia or Europe

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

Preferred Qualifications

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

Benefits

This is a fully remote position