Runna

Runna

Customer Experience Team Lead

Strava Denver

Sponsorship not specified$93k-$99kDetected 83 days ago
AccessibilityJiraCRMPerformance ManagementCustomer SuccessIntercomLeadershipCommunicationCollaborationProblem SolvingMentoringOrganizational Skills

About the role

  • The role combines hands-on leadership with strategic thinking, requiring you to balance team development, operational execution, and customer satisfaction.
  • You will also play a key role in shaping and executing the CX strategy by identifying customer trends, improving processes, and elevating communication standards.
  • Working closely with cross-functional teams, you'll ensure customer insights are translated into meaningful product and experience improvements.

Responsibilities

  • Lead & Elevate the Customer Experience Team in the US
  • Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high-quality engagement and long-term growth
  • Build a strong, customer-first culture grounded in empathy, accountability, and continuous improvement
  • Support Customer Experience Performance & Operations
  • Support Customer Insights & Experience Improvement
  • Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision-making
  • Handle Escalations & Experience Design
  • Introductory chat with Josh, Talent Partner (20-minute video call)
  • Take Home Task and second round task interview with Sina (Head of Customer Experience) and Chris (UK Customer Experience Lead) (60 minutes video call)

Requirements

  • 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high-performing teams

Compensation

  • We're offering a salary of $92,800 - $98,500, plus participation in Strava's long-term incentive (stock) programs.

Benefits

  • We're offering a salary of $92,800 - $98,500, plus participation in Strava's long-term incentive (stock) programs.
  • Overview of our benefits is below:
  • We're also committed to continually evolving our benefits to support you as we grow.
  • 🏢 Flexible working - we typically spend 3 days a week together in the office.
  • 🏝️ 25 days holiday, plus bank holidays
  • 📱Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!)
  • 💸 Money every year to spend on gear, events and the gym!
  • 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme.
  • 💖Modern Health https://www.modernhealth.com/ is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
  • Lead the Customer Experience team in the US, setting the vision for how we deliver exceptional, consistent, and scalable customer interactions across all touchpoints
  • Maintain visibility into day-to-day operations, ensuring strong coverage, timely responses, and a consistently high-quality customer experience
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This listing is sourced directly from Runna's careers page and normalized into a canonical job model.