Job Description

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, we're still small, and everyone makes a foundational difference.

What you’ll be doing

The 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 🚀
• Supporting your colleagues via our escalation Channels in Slack: You’ll be up-skilled to provide escalation support to our frontline teams over the weekend when we require your technical expertise to solve our Customers problems!
• Creating Help-Centre Content: We’ll also need your help creating help-centre articles for our Customers! If you have a particular interest in track & field, or have experience running a particular Marathon, we’d love your support in creating Race Day Articles for our Community. We’ll be educating them on where to pick up their Race Day Pack, what transport to take to the start time, and how to have the best possible experience possible with us!

Requirements

What we’re looking for:

We are seeking an enthusiastic individual to join our Customer Experience Team to provide industry leading support to our Community from Sydney, Australia! As a 24/7 organisation, you’ll play a pivotal role in ensuring full support coverage for all our global users!

You’ll be helping us build a small, but efficient team in Australia (as part of a global CX team), resolving customer queries and making sure they get the most out of Runna! We’re looking for someone with passion, charisma and a genuine desire to help make running accessible for all. We love people who lead with empathy and understand how our app works! We’re also looking for someone with excellent communication skills who can work effectively in a small, but growing team.

• You’re based in Sydney, and have the right to work in Australia
• This is a full-time position! Your shift pattern will be -Sunday-Thursday or -Tuesday-Saturday
• Working on a 9-6pm or 8-5pm shift pattern, with some degree of flexibility based on your schedule!
• Previous experience in a customer-facing Role
• You're capable of speaking to multiple customers at the same time and delivering an amazing (and efficient!) live-chat experience
• 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 customers experience even better!
• You love all things fitness! You don’t have to be a runner, but understanding the terminology and the industry is super important for us.
• You’re happy to work 2-3 days a week from our co-working space on George Street

If you’re a Runna member, that’s an added bonus!

Benefits

Application process

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) Chat with Sam (30 Hiring Manager Video Call)

2) Technical Take Home Task (60 Minutes video call with Evie & Sam)

3) Values Interview (25 minutes with Laura & Chris)

We'd love to invite you an in-person coffee & catch-up post-offer w/ India & Madison

Benefits

We offer a starting salary of $60,000-$65,000 AUD based on experience

• Flexible working (we typically work 2-3 days in our offices in Sydney
• Salary reviews every 6 months or whenever we raise more investment
• 33 days of holiday, including public holidays
• A brand new Macbook, a running watch of your choice, and anything else you need to do your best work
• Private health insurance
• Enhanced family care policy (3 months fully paid leave when a new Runna joins the family, fertility support & other benefits)
• An hour slot during work time each week to do a Runna workout