Runna

Technical Customer Support Associate (Denver)

Strava Denver

Sponsorship not specifiedDetected 12 days ago

AccessibilityJiraCustomer SupportIntercomResearchCommunicationProblem SolvingMentoring

About the role

Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team.
This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences.
The ideal candidate likes getting stuck into complicated problems and understanding how to solve them.

Providing Technical Support via Intercom
Deliver fast, professional technical support through our in-app platform, maintaining a world-class standard of service.
Guide users to get the most out of the Runna App, helping them reach their running goals while building enthusiasm for training.
Provide technical expertise and support to frontline teams when issues need escalation.
Experience in a customer-facing role such as customer support or technical assistance.
Introductory chat with Josh, Talent Partner (20-minute video call)
Take Home Task (~60 minutes) then a Technical Interview with Iris (Tech Support
Team Lead) and Sam (Tech Support Associate
Team Lead) (60 minutes video call)
Final Interview with James (Tech Support Specialist) and another Technical Support member (30 minute video call)

Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus.

Overview of our benefits are 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 (which you can take whenever suits you)
📱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
Set the benchmark for customer support excellence in the fitness industry. 🚀

Customer-Focused Experience
Strong written and verbal communication skills for effective online user interactions and internal teams.
Organisational Skills
Strong attention to detail with the ability to manage multiple tasks efficiently.
Proactive in identifying and suggesting improvements to enhance user experience.
Problem-Solving Mindset
Ability to solve complex problems and create user-focused solutions.
Self-motivated to research and test solutions within the app.
Software knowledge
Basic coding knowledge is helpful but not essential.

This listing is sourced directly from Runna's careers page and normalized into a canonical job model.