Customer Experience Associate 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. 🚀 THE TEAM YOU’LL JOIN You’ll be joining a passionate and mission-driven Customer Experience team that’s committed to delivering world-class support in the health and fitness space. You’ll be leading day-to-day operations while working closely with our global counterparts to ensure consistency, quality, and care across every customer interaction WHAT YOU’LL BE DOING - Customer Support on Intercom: Responding promptly to customer inquiries via our in-app customer experience platform to a world-class standard; helping our customers get the best possible experience from the Runna App and ultimately helping them to achieve their running goals and love their training along the way! 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 - Supporting our Community with Technical & Coaching Escalations: You’ll be upskilled to help our Customers with their Coaching and Technical queries in intercom! Whether that’s an issue syncing a run to strava, or understanding how RPE works, we’ll help you to provide industry leading responses to our Community - proving an experience so good that they have to tell their friends. - Writing Help-Centre Articles: We’ll be leaning on your running expertise to help create FAQ articles for our Community! You’ll might write about your Race Day experiences, what it’s like to train for a Race, or how to use our app! The possibilities are endless, but we’ll be leaning on your creative energy to create content that improves the experience of our Users. - Supporting at local Runna Events: Where possible, we’ll involve you at Runna Events! We want our Customer Experience Team to be as close to our Community as possible. We’ll invite you to Runna Events (Running Conferences, Shake-Out Runs, Ambassador Events) to give you the opportunity to support our Community in real life! WHAT YOU’LL BRING TO THE TEAM We’re seeking an enthusiastic Customer Experience individual to join our UK Customer Experience Team, working Tuesday-Saturday 9am-6pm! As a key member of our Customer Experience Team, you’ll play a pivotal role in ensuring customers are getting a world class level of support. You’ll be troubleshooting technical issues from our Users and supporting them with any coaching related questions they have. The ideal candidate has a background in an online Customer Service capacity and likes going the extra mile to WOW our customers. They have excellent communications skills and are open to taking on feedback from their peer group as to how we can improve our customer’s experience. - Previous experience in an online customer facing Role. Experience using tools such as Intercom & Zendesk are a bonus! - Flawless written communication skills speaking to Customers in an online capacity! - Personable & Empathetic are characteristics you live by - An eye for detail: You’re vocal as to how we can make our customer’s experience even better. - Confident at working towards targets & deadlines like CSAT & Ticket assignments per shift. REQUIREMENTS: - Able to work Sunday-Thursday 9am-6pm - You have the right to work in the UK - You can come into our Vauxhall office at least 2x a week SALARY AND BENEFITS We’re offering a salary of £29,500 - £31,500 per year depending on experience, plus participation in Strava's long-term incentive (stock) programs. 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 UK 🇬🇧 - 🏢 Flexible working – we typically spend 3 days a week together in our Vauxhall 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! - 🏥 Private health insurance with Bupa and workplace pension 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. Please see more info on our amazing benefits here: Benefits at Runna [Upgrade to PRO to see link] 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 from the Talent team (20 minute video call) 2. Take Home Task (~60 minutes) 3. Second round interview with George (CX Manager) (60 minute video call) 4. Final round / office visit to meet more of the team 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!