Head of Community Support

Summary

Join our team as we seek a Head of Community Support to lead and inspire a high-performing support team in delivering a world-class experience to Raya's private global community.

Requirements

• 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)

Responsibilities

• 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
• 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
• 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