Technical Support Associate, Runna
United States
$62k
+ Strava's long-term incentive (stock) programs
More information about location
2+ days a week in office (Harvard Square, NY)
Tailored running training plans
Be an early applicant
Tailored running training plans
101-200 employees
Be an early applicant
$62k
+ Strava's long-term incentive (stock) programs
More information about location
2+ days a week in office (Harvard Square, NY)
101-200 employees
Company mission
To make running training effective, enjoyable and easy for everyone.
Role
Who you are
- This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences
- The ideal candidate likes getting stuck into complicated problems and understanding how to solve them
- Experience in a customer-facing role such as customer support or technical assistance
- Strong written and verbal communication skills for effective online user interactions and internal teams
- Strong attention to detail with the ability to manage multiple tasks efficiently
- Proactive in identifying and suggesting improvements to enhance user experience
- Ability to solve complex problems and create user-focused solutions
- Self-motivated to research and test solutions within the app
- Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus
- Basic coding knowledge is helpful but not essential
- Enthusiasm for fitness and health—running experience is a plus but not required
- You have the right to work in the US
- You can come into our Boston office at least 2x a week (Harvard Square)
- You can work Full-Time with regular weekend shifts (i.e. Sunday > Thursday)
- You agree to work a 9 AM - 5:30 PM shift pattern (with some degree of flexibility)
What the job involves
- In the Technical Support team at Runna, we handle the more technical questions and help troubleshoot app issues
- Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team
- This frees up the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs!
- You’ll be the first point of contact for Runna’s:
- You’ll help Runna’s who have questions or run into technical issues with the app. You’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experience
- This role doesn’t involve coding or debugging code, but you’ll still play a key part in resolving issues by guiding users and passing anything complex to the right team
- Providing Technical Support via Intercom:
- Deliver fast, professional technical support through our in-app platform, maintaining a world-class standard of service
- Guide users to get the most out of the Runna App, helping them reach their running goals while building enthusiasm for training
- Set the benchmark for customer support excellence in the fitness industry.
- Supporting Colleagues via Escalation Channels:
- Provide technical expertise and support to frontline teams when issues need escalation
- Communicate with Product and Tech teams to solve challenges effectively
- As a key member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community!
Application process
- Introductory chat with Josh from the Talent team (20 minute video call)
- Take Home Task (~60 minutes)
- Second round interview with Iris (Technical Support Lead) and Sam (Technical Support Manager) (60 minutes video call)
- Final round / office visit to meet more of the team
Our take
As a way to keep fit, running has shot up in popularity in recent years, partially due to accessibility, especially during the pandemic. But for those who want to take running to the next level – whether that be a 5K or a marathon – it can be difficult to know where to start in terms of a training plan. Runna supplies an app with personalised training plans for all types of runs, to help people achieve their running and fitness goals.
Runna was founded in 2020 by running enthusiasts for running enthusiasts, in response to the lack of tools – save paying a professional trainer – available to help runners train. Although there is a wealth of day-to-day running apps available, where Runna stands out is in providing training plans for specific races, which can be distinguished by distance and goal time. In addition, it does this whilst maintaining a sense of community, which has proven to be a popular feature amongst other running apps, and still caters to a range of experience levels.
Runna has seen consistent subscriber growth since its launch, serving thousands of users globally. The company plans to build and scale into the future, reach more customers, and expand its team. An acquisition by fitness giant Strava will help it on its way to achieving these aims.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Nov 2023
$6.6m
SEED
Dec 2022
$2.6m
SEED
Total funding: $10.1m
Company benefits
- Own a part of Runna: We want you to own a part of the company you're building. Everyone who joins Runna receives a generous stock options package
- Grow with us: As one of our early hires, you'll have a unique opportunity to shape and influence Runna's product and culture from the beginning
- Learn and develop: We work with all of the latest tools and technologies so you can learn at the cutting edge of product development
- Team socials: We're a friendly bunch and like to make work-like fun, whether that's lunches and dinners or our bi-weekly team run
- Paid vacation: We want people to take time off to rest and rejuvenate. Runna offers 25 vacation days + bank holidays
- Tools: You'll receive all new equipment including a laptop, running watch of your choice, and anything else you need to do your best work
- Get paid to Run(na): We have a dedicated hour block each week where you'll get paid to run! Whether you want to build up to your first 5k or do that tough intervals sessions it's up to you!
- Enhanced family care: 3 months fully paid when you welcome a new Runna into the family, as well as fertility support & a host of other benefits
Company HQ
Vauxhall, London, UK
Leadership
Dom Maskell
(Co-Founder & CEO)Previously an Officer Cadet at the RAF and worked both as a Business Analyst and later Product Manager at McKinsey & Company.
Ben Parker
(Co-Founder & Head Coach)Former Personal Trainer and Running Coach. Owned Ben Parker Fitness. Previously a Spin & Pilates Class instructor at Roehampton Club, and Activities Manager at Mark Warner.
Walter Holohan
(CTO)Initially joined Runna as a Technical Lead before being promoted to CTO. Prior to Runna, they were a React Native Developer at 11:FS, a Full Stack Engineer at Nationwide Building Society and a Director at Spartn.
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