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 £5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. 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 that 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.

The role

We are seeking an enthusiastic Senior Customer Experience Associate to join our team as our first Customer Experience hire in the US! This is a hugely exciting opportunity to be the face of our Department as we expand Runna's presence in North America. As well as supporting our Community and providing them with a World-Class Experience, you'll also be helping us hire part-time team-members, attending running events to spread brand awareness, occasionally travelling to the UK office to meet the team, and being one of the first faces of the Runna brand overseas! Due to the nature of when our customers get in touch, we're looking for someone comfortable working on a Saturday to Wednesday shift pattern from 9-6pm! The vast majority of our Community do their longer runs and races over the weekends, and it's important we're available to support them when they need us most!

Requirements

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!
• Supporting your colleagues via our escalation Channels in Slack: You’ll be up-skilled to provide escalation support to our frontline teams when we require your technical expertise to solve our Users problems!
• Team Scheduling: Part of this role will require you to help schedule your team across across the weekdays and weekends to manage their workload distribution to ensure we’re handling customers issues as quickly as possible. You’ll be the point of contact for our team when they need help as well as creating team camaraderie when you’re online.
• Responding to our Community: We’ll also need your help responding to our Users queries on Instagram, Strava & our Runna Community! Particularly during Marathon Season, we’ll need your help in ensuring we have enough coverage across our Socials to respond to people who are using Runna for the first time, or have just reached a new PB!
• Hiring & building out your team: We have huge plans for the US and we're looking for someone with experience in hiring world-class talent to build out our incredible Customer Experience Team.

Your key skills:

• Previous experience in an online Technical Customer Support role
• You absolutely live & breath running! It's your personality and all you talk about!
• Highly organised and efficient
• Flawless written communication skills speaking to Customers in an online capacity
• Personable & Empathetic are characteristics you live by every single day!
• An eye for detail: You’re vocal as to how we can make our customer’s experience even better.
• 2+ Years in an Online Customer Support environment
• You consider yourself an avid runner and have experience running!
• Experience Interviewing/hiring in Customer Support
• You consider yourself a self-starter! You'll be our boots on the ground and it's essential that you're able to identify a problem and resolve it to a high level!

Benefits

We offer an annual salary of $37000-$45,000 (depending on experience), plus equity in the form of Runna stock options.

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

• Flexible working
• Salary reviews every 12 months or whenever we raise more investment
• 15 days of holiday plus bank holidays; 5 days of sick leave
• A workplace pension scheme
• 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 each week (during work time) to do a Runna workout