Customer Experience Manager, Runna

• 3+ years of experience in online customer experience or support, with strong leadership experience
• Proven track record of hiring, onboarding, and managing CX teams
• Exceptional written communication skills, especially when engaging with customers online
• Highly empathetic and personable - you bring warmth and understanding to every interaction, both internal and external
• Highly organized, efficient, and comfortable juggling multiple priorities in a fast-paced environment
• Strong attention to detail and a proactive mindset, you’re quick to spot opportunities to improve the customer experience
• Bring a data-driven mindset and an action-oriented approach to foster informed decision-making, accelerate execution, and drive team performance
• You're a self-starter who takes initiative and solves problems independently

Desirable

• You’ll be joining a passionate and mission-driven Customer Experience team that’s committed to delivering world-class support in the health and fitness space. You’ll be leading day-to-day operations while working closely with our global counterparts to ensure consistency, quality, and care across every customer interaction
• As the US Customer Experience Manager, you’ll be responsible for leading the CX team in the US and driving both the long-term strategy and day-to-day operations for the team.
• You’ll play a critical role in scaling and optimizing our US operations based in our Boston office (2/3 days a week), as well as own hiring for the US CX team. In this role, you’ll work closely with our global CX leadership and team
• Manage day-to-day US team operations, including scheduling, workload distribution, and escalations
• Track team KPIs (e.g., response times, CSAT, resolution rates) and use data to identify and implement improvements
• Develop and iterate on team processes, service playbooks, and support workflows to enhance efficiency and customer satisfaction
• Report performance trends, customer insights, and operational updates to senior leadership
• Partner with global CX leads to align on goals, tools, and best practices across regions
• Own hiring, onboarding, coaching, and performance management for the US CX team
• Actively support customers via our support channels to stay close to their needs and maintain quality standards

• Introductory chat with Josh Williams, Talent Team (25 minute video call)
• Take Home Task [1-2 hours]
• Second round interview (Task Review) with Sina (CX Lead), Lou (GM Manager) or another member of CX Leadership team (60 minutes video call)
• Final round / office visit with Lou (US General Manager), Emily N (GTM Lead), and wider team (60-90 minutes in-person)