Customer Experience Associate, Denver at Runna

We're putting together a talented team to build the #1 training platform for Runners 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. We’re growing extremely fast! In November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the iPhone app of the year, reflecting the innovation and impact of what we’ve built & in 2025 we were acquired by Strava [Upgrade to PRO to see link] Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join. 🚀 About This Role In the Technical Support team at Runna, we handle the more technical questions and help troubleshoot app issues. Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team. This frees up the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs! This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences. As a member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community! The ideal candidate likes getting stuck into complicated problems and understanding how to solve them. This role requires you to work a weekend day (i.e. Tuesday > Saturday) We follow a flexible hybrid model that translates to more than half of your time on-site – 3 days per week in office based in Denver, CO. WHAT YOU’LL DO: You’ll be the first point of contact for Runna’s - Help Runna’s who have questions or run into technical issues with the app. You’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experience. - This role doesn’t involve coding or debugging code, but you’ll still play a key part in resolving issues by guiding users and passing anything complex to the right team. 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. - Set the benchmark for customer support excellence in the fitness industry. 🚀 Supporting Colleagues via Escalation Channels - Provide technical expertise and support to frontline teams when issues need escalation. - Communicate with Product and Tech teams to solve challenges effectively. WHAT YOU’LL BRING TO THE TEAM: Customer-Focused Experience - Experience in a customer-facing role such as customer support or technical assistance. - 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 - Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus. - Basic coding knowledge is helpful but not essential. BENEFITS: Overview of our benefits are below: We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the USA 🇺🇸 - 🏢 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!) - 🧘 Headspace membership [Upgrade to PRO to see link] - 💸 Money every year to spend on gear, events and the gym! - 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme. - 💖Modern Health [Upgrade to PRO to see link] is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress - 🥕Carrot fertility support [Upgrade to PRO to see link] - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process. OUR INTERVIEW PROCESS Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages: 1. Introductory chat with Josh, Talent Partner (20-minute video call) 2. Take Home Task (~60 minutes) then a Technical Interview with Sina (Sina Manager, CX) and another member of the CX team (60 minutes video call) 3. Final Interview with a couple more members of the CX team (30 minute video call) Please let us know if there’s anything we can do to better accommodate you throughout the interview process - this can be from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process, so please speak to your Talent Partner!