Job Description

Role: Customer Experience Associate - advertised as 'Customer Support'

Compensation: hourly rate of $27.50-$30 (depending on experience) with equity and benefits

Location: Boston, Harvard Square

Ability to work: Tuesday-Saturday 9am-5:30pm

Closing Date: Please submit your applications by the 13th June

About Runna:

We're putting together a talented team to build the #1 training platform for Runners

We help everyday runners become outstanding by providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. To date we have built iOS, Android and Apple watch apps that help people achieve their goals by coaching them through the full journey and syncing to their favourite fitness devices.

We’re growing extremely fast and in November 2023 closed a new $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 2024 iPhone App of the Year , reflecting the innovation and impact of what we’ve built. We want to grow as fast as we can into the future and are looking for individuals who will help us get there. For more about our background and growth check out our  Careers Page !

We’re now looking ahead to the future and the people who want to help us build and scale Runna. Our aim is to reach millions of subscribers in the next 5 years and be the go-to training platform for any runner. Now is a magical time to join and with our recent acquisition by  Strava it makes the journey even more exciting! 🚀

This role will include:

• 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!

Requirements

We’re seeking an enthusiastic Customer Experience individual to join our US 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.

• Able to work  Tuesday-Saturday 9am-5:30pm
• your first 30 days will be Monday-Friday 9am-6pm then transitioning to Tuesday - Saturday after the completion of your first 30 days
• Previous experience in an online customer facing Role. Experience using tools such as Intercom & Zendesk are a bonus!
• You’re an avid runner! You know what running terminology means such as ‘deload’, ‘cadence’ & ‘intervals’.
• 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.
• You love all things fitness! Whether that’s running, going for a walk or hitting the gym. You live an active lifestyle and want to help others do the same.
• Confident at working towards targets & deadlines like CSAT & CPH.
• Bonus points if you also have a passion for the running community!

Benefits

Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:

Apply below!

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 ❤️

1. Introductory Chat with Sina (30 minutes video call)
2. Technical Take Home Task (1 hour video call with Sina & Laura, our Global Head Of CX)
3. Office Visit (15 minutes with Lou, our GM of North America, and 15 minutes with a member of our Boston CX Team)

Once the process is finished, we’ll do our absolute best to get back to you in good time! Please note that due to the volume of requests we receive it might take longer than expected to do this.

Benefits

We offer an hourly rate of $27.50-$30 depending on experience

We'll be growing our package of benefits over time. We currently offer:

• Flexible working (we typically work 2-3 days in our office in Harvard Square)
• Salary reviews every 6 months or whenever we raise more investment
• 25 days of holiday plus bank holidays
• A brand new Macbook, a running watch of your choice, and anything else you need to do your best work
• Enhanced family care policy (3 months fully paid leave when a new Runna joins the family, fertility support & other benefits)
• An hour slot each week (during work time) to do a Runna workout
• 401k - Available to add team members from 3 Months of Service. 100% up to 1%, 50% of next 5% (6% for 3.5%). Pretax and Roth Contributions Allowed. Immediate vesting.
• Healthcare 100% Company Paid cover for team members (zero excess) with the ****option to add on any dependents at your discretion.

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