Community Support Manager

The experiences we create through our product are reflected by the teams who support them. Our Community Support team exists not just to answer questions, but to set a new standard for what thoughtful, high-touch, member-obsessed customer support can look like. By offering best-in-class support, we communicate the company’s values through every word we write and aim to be the most thoughtful support team in the world, where every interaction feels personal, empathetic, and genuinely helpful.

We are looking for people who truly care about others, are motivated to go the extra mile in every interaction, and take the time to understand the reason behind someone’s outreach so they can respond with clarity, empathy, warmth, and care. Every message should feel intentional and considered. If you believe support is a craft and want to help define what world-class feels like, we would love to hear from you.

As part of the Community Support team, you will play a key role in upholding the company’s values and delivering a world-class member experience. You will be the voice of the company, helping members navigate questions, resolve issues, and feel genuinely supported. We approach support with the same mindset as hospitality, where every interaction is an opportunity to make someone feel welcomed, understood, and cared for.

You will work closely with a talented global support team and collaborate daily with Community leadership and cross-functional partners across the business. This is a fully remote position reporting directly to the Head of Community Support.

Due to the nature of this role, you’ll be handling personal details, private information, and other sensitive content. For that reason, discretion, integrity, and sound judgment are essential.

Please note: This role requires weekend work and availability for either a Thursday-Monday or Saturday-Wednesday or Wednesday-Sunday. Early morning or evening shifts will be required, depending on your time zone, and some public holidays are included. Shift schedules are reviewed regularly and may evolve based on business needs.

What You'll Do

• Provide timely, accurate, and precise support to the company 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 Thursday-Monday or Saturday-Wednesday or Wednesday-Sunday 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 the company app and community

• Experience using Zendesk or a similar support platform