Customer Experience Senior Associate

About this role

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 https://www.strava.com/about?hl=en-GB!

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. 🚀

WHAT YOU’LL BE DOING

DELIVERING WORLD-CLASS CUSTOMER SUPPORT

You’ll provide exceptional frontline support to our community through Intercom, helping users get the most out of the Runna app and their training experience. You’ll confidently manage a high volume of customer conversations while maintaining a consistently high standard of empathy, accuracy, and response quality. You’ll take ownership of more complex cases, and contribute to support operations improvements. 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 COMPLEX ESCALATIONS

You’ll troubleshoot a range of app and subscription related queries — from syncing issues with Strava and wearable devices to helping users better understand their training plans and Subscriptions.

You’ll investigate issues thoroughly, collaborate cross-functionally with other teams, and communicate updates clearly back to customers. You’ll also help identify recurring themes, surface user feedback, and advocate for improvements that enhance the overall customer experience.

CREATING & MAINTAINING HELP CENTRE CONTENT

You’ll help create, maintain, and improve customer-facing resources including Help Centre articles, standard responses, troubleshooting guides, and educational content. Using insights from customer conversations, you’ll proactively identify knowledge gaps and help create scalable resources that improve self-service support and reduce friction for users.

CONTRIBUTING TO OPERATIONAL EXCELLENCE

You’ll help improve internal support processes and knowledge management by documenting emerging trends, updating outdated resources, and identifying opportunities for efficiency gains. You’ll bring a proactive, solutions-oriented mindset and contribute ideas that help the team scale effectively as our community continues to grow.

SUPPORTING THE RUNNA COMMUNITY AT EVENTS

Where possible, you’ll have opportunities to support Runna events including shakeout runs, ambassador meetups, and running conferences. We believe our Customer Experience team should stay closely connected to the community we support, both online and in person.

We follow a flexible hybrid model that translates to more than half of your time on-site – 3 days per week in Runna's office based in Denver, CO.

NOTE: This role requires you to work a weekend day (i.e. Tuesday > Saturday)

WHAT YOU’LL BRING TO THE TEAM

We’re looking for an experienced Customer Experience Senior Associate to join our US Customer Experience team in Denver, working Tuesday–Saturday, 9am–6pm.

You’re someone who thrives in a fast-paced support environment, enjoys solving problems, and genuinely cares about helping customers succeed. You combine strong technical troubleshooting skills with empathy, excellent communication, and a proactive mindset.

WE’D LOVE TO SEE:

- 2–3 years of experience in an online customer support or technical support role, ideally within a consumer app, subscription, or SaaS environment

- Experience using platforms such as Intercom, Zendesk, Jira, or similar customer support and ticketing tools

- Exceptional written communication skills with strong attention to detail and the ability to adapt tone appropriately

- Confidence troubleshooting technical issues across mobile apps, integrations, wearable devices, and fitness platforms

- Strong problem-solving skills with the ability to investigate issues independently and collaborate cross-functionally when needed

- A proactive mindset with a focus on continuous improvement, operational efficiency, and knowledge sharing

- Excellent organisation and time management skills, with the ability to balance quality and productivity metrics such as CSAT and ticket volumes

- A growth mindset, strong judgment, and a “make it happen” attitude toward problem solving and team contribution

BENEFITS

We’re offering a salary of $68,000 - $72,000, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is 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 USA 🇺🇸

1. 🏢 Flexible working – we typically spend 3 days a week together in the office.

2. 🏝️ 25 days holiday, plus bank holidays

3. 📱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!)

4. 🧘 Headspace membership https://www.headspace.com/?gad_source=1&gad_campaignid=917256451&gbraid=0AAAAADLlnJ13ARNhVsl4YugLQIySZ0scx&gclid=CjwKCAjwr5_CBhBlEiwAzfwYuKoHVVF5c9aFVO5mwW4rSr5oRsg1NGAq69m-JAJ88TR56x_k1dBSHRoC3A8QAvD_BwE

5. 💸 Money every year to spend on gear, events and the gym!

6. 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme.

7. 💖Modern Health https://www.modernhealth.com

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