Technical Support Associate (US)

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

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!

What Youll Be Doing:

Youll be the first point of contact for Runnas:

• Youll help Runnas who have questions or run into technical issues with the app. Youll spend your day answering technical queries helping users troubleshoot problems and making sure they have a smooth and stress-free experience.
• This role doesnt involve coding or debugging code but youll 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 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 key 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.

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.

Passion for Fitness and Running:

• Enthusiasm for fitness and healthrunning experience is a plus but not required.

Requirements

• You have the right to work in the US
• You can come into our Boston office at least 2x a week (Harvard Square)
• You can work Full-Time with regular weekend shifts (i.e. Sunday > Thursday)
• You agree to work a 9 AM - 5:30 PM shift pattern (with some degree of flexibility)

Were offering a salary of $62000 per year 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 USA

• Flexible working we typically spend 23 days a week together in our Harvard Square office
• 25 days holiday plus bank holidays (which you can take whenever suits you) or unlimited holiday (role dependant)
• 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)
• Health insurance (including Dental and Vision) and workplace 401K scheme
• Modern Health is 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.

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 chatwith Josh from the Talent team (20 minute video call)
2. Take Home Task (60 minutes)
3. Second round interview withIris (Technical Support Lead) and Sam (Technical Support Manager) (60 minutes video call)
4. Final round / office visitto meet more of the team

Please let us know if theres 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!

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

Required Experience:

IC