Technical Support Associate
Technical Support Associate
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Job Description
Were 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 youre improving your 5k time or training for your first marathon.
Were growing extremely fast! In November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures Venrex and Creator 2024 we were selected by Apple as one of three global finalists for the2024 iPhone App of the Year reflecting the innovation and impact of what weve built & now in 2025 we have ****just been acquired by Strava!
Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. Were 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 Youll Join
At Runna the Technical Support team tackles technical questions and troubleshoots app issues. Working closely with the General Support team we filter conversations so that 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!
What Youll Be Doing
Youll be the first point of contact for Runnas:
- Youll help users who have questions or run into technical issues with the app including in-app features third-party integrations and more.
- Most of your day will be spent responding to user conversations: answering technical queries guiding troubleshooting steps and ensuring a smooth stress-free experience.
- While this role doesnt involve coding or debugging youll play a key part in resolving issues by helping users find solutions and escalating complex problems 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 whether theyre exploring features setting up integrations or troubleshooting issueshelping 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 guidance to frontline teams when issues need escalation.
- Work closely with Product and Tech teams to solve challenges effectively and share user feedback that can improve the app.
Requirements
What Youll Bring To The Team:
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 problems and understanding how to solve them.
Key Attributes:
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.
Interest in the HealthTech industry:
- Enthusiasm for the HealthTech industry is a plus but not required.
Other Requirements
- You are based in/near London and have the right to work in the UK
- You can work Full-Time with regular weekend shifts (i.e. Sunday > Thursday or Tuesday > Saturday)
- You agree to work a 9 AM - 6 PM shift pattern (with some degree of flexibility)
Benefits
Salary and Benefits
Were offering a salary of 30000 - 32000 per year depending on experience plus participation in Stravas long-term incentive (stock) programs. Overview of our benefits is below:
Were 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 23 days a week together in our Vauxhall office
- 25 days holiday plus bank holidays (which you can take whenever suits you)
- Runna subscriptions for you and 5 of your friends (get ready to be your friends fave person or save them for xmas presents!)
- Strava membership!
- Headspace membership
- Money every year to spend on gear events and the gym!
- Well give you a voucher to spend on our website so you can buy yourself new Runna kit (and will renew this every year on your work anniversary)
- Private health insurance with Bupa and workplace pension scheme
- Modern Health ia a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
- Carrot fertility support - 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
Our Interview Process:
Our aim is to keep the interview process as straightforward and enjoyable as possible and will consist of the following stages:
- Introductory chatwith Josh from the Talent Team (25 minute video call)
- Take Home Task (1-2 hours) and interview with Iris (Tech Support Lead) and Sam (Tech Support Manager)
- Final round: London office visitwith members of the Tech Support Team
How to Apply:
Please apply through this link (this will take you to our Workable career hub). Please note we are unable to accept any applications outside of Workable. If you have any questions regarding the status of your application please email
Still have questions or want to know more Check out ourCareers Page
Were unfortunately unable to sponsor for this role
Required Experience:
IC
Employment Type
Full-Time
