Runna
Customer Experience Senior Associate
Strava Denver · Senior
Sponsorship not specified$68k-$72kDetected 27 days ago
AccessibilityJiraCustomer SupportZendeskIntercomCommunicationProblem SolvingTime ManagementMentoring
About the role
- 🏢 Flexible working - we typically spend 3 days a week together in the office.
- 📱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!)
- 🧘 Headspace membership https://www.headspace.com/?gad_source=1&gad_campaignid=917256451&gbraid=0AAAAADLlnJ13ARNhVsl4YugLQIySZ0scx&gclid=CjwKCAjwr5_CBhBlEiwAzfwYuKoHVVF5c9aFVO5mwW4rSr5oRsg1NGAq69m-JAJ88TR56x_k1dBSHRoC3A8QAvD_BwE
Responsibilities
- You'll provide exceptional frontline support to our community through Intercom, helping users get the most out of the Runna app and their training experience.
- You'll confidently manage a high volume of customer conversations while maintaining a consistently high standard of empathy, accuracy, and response quality.
- You'll take ownership of more complex cases, and contribute to support operations improvements.
- Using insights from customer conversations, you'll proactively identify knowledge gaps and help create scalable resources that improve self-service support and reduce friction for users.
- You'll help improve internal support processes and knowledge management by documenting emerging trends, updating outdated resources, and identifying opportunities for efficiency gains.
- Where possible, you'll have opportunities to support Runna events including shakeout runs, ambassador meetups, and running conferences.
- Experience using platforms such as Intercom, Zendesk, Jira, or similar customer support and ticketing tools
- Strong problem-solving skills with the ability to investigate issues independently and collaborate cross-functionally when needed
- We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon.
- Introductory chat with Josh, Talent Partner (20-minute video call)
Nice to have
- 2-3 years of experience in an online customer support or technical support role, ideally within a consumer app, subscription, or SaaS environment
- Exceptional written communication skills with strong attention to detail and the ability to adapt tone appropriately
- A proactive mindset with a focus on continuous improvement, operational efficiency, and knowledge sharing
- Excellent organisation and time management skills, with the ability to balance quality and productivity metrics such as CSAT and ticket volumes
- A growth mindset, strong judgment, and a "make it happen" attitude toward problem solving and team contribution
Compensation
- We're offering a salary of $68,000 - $72,000, plus participation in Strava's long-term incentive (stock) programs.
Benefits
- We're offering a salary of $68,000 - $72,000, 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.
- 🏝️ 25 days holiday, plus bank holidays
- 💸 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
- We want to provide the best Customer Support in the Health & Fitness Industry and want to find ambitious individuals who want to help us take that next step
- You'll help create, maintain, and improve customer-facing resources including Help Centre articles, standard responses, troubleshooting guides, and educational content.
- Confidence troubleshooting technical issues across mobile apps, integrations, wearable devices, and fitness platforms
- We follow a flexible hybrid model that translates to more than half of your time on-site - 3 days per week in Runna's office based in Denver, CO.
Company info
- You'll investigate issues thoroughly, collaborate cross-functionally with other teams, and communicate updates clearly back to customers.
- We believe our Customer Experience team should stay closely connected to the community we support, both online and in person.
- We're looking for an experienced Customer Experience Senior Associate to join our US Customer Experience team in Denver, working Tuesday-Saturday, 9am-6pm.
- You're someone who thrives in a fast-paced support environment, enjoys solving problems, and genuinely cares about helping customers succeed.
- We're putting together a talented team to build the #1 training platform for Runners
This listing is sourced directly from Runna's careers page and normalized into a canonical job model.