Customer Experience Associate

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

Youll be joining a passionate and mission-driven Customer Experience team thats committed to delivering world-class support in the health and fitness space. Youll be leading day-to-day operations while working closely with our global counterparts to ensure consistency quality and care across every customer interaction

What youll 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: Youll be upskilled to help our Customers with their Coaching and Technical queries in intercom! Whether thats an issue syncing a run to strava or understanding how RPE works well 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: Well be leaning on your running expertise to help create FAQ articles for our Community! Youll might write about your Race Day experiences what its like to train for a Race or how to use our app! The possibilities are endless but well be leaning on your creative energy to create content that improves the experience of our Users.
• Supporting at local Runna Events:
  Where possible well involve you at Runna Events! We want our Customer Experience Team to be as close to our Community as possible. Well 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 Youll Bring To The Team

Were 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 youll play a pivotal role in ensuring customers are getting a world class level of support. Youll 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 customers 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: Youre vocal as to how we can make our customers experience even better.
• Confident at working towards targets & deadlines like CSAT & CPH.

Requirements:

• Able to work Tuesday-Saturday 9am-6pm
• You have the right to work in the UK
• You can come into our Vauxhall office at least 2x a week

Were offering a salary of 32000 per year depending on experience plus participation in Stravas long-term incentive (stock) programs. Overview of our benefits are 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 3 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 avoucherto spend on our website so you can buy yourself new Runna kit (and will renew this every year on your work anniversary)
• Private health insurancewith Bupa and workplacepensionscheme
• Modern Healthis 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 withChris (CX Senior Manager) (Tech Support Lead) (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