Customer Experience Senior Associate

Responsibilities

• Delivering World-Class Customer Support
• 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
• Contributing to Operational Excellence
• 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.
• 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

Additional Information

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 ! 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. 🚀

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