Customer Experience Individual, Runna
$54-60k
+ Equity in the form of stock options
1-2 days a week in office
Tailored running training plans
Job no longer available
Tailored running training plans
101-200 employees
Job no longer available
$54-60k
+ Equity in the form of stock options
1-2 days a week in office
101-200 employees
Company mission
To make running training effective, enjoyable and easy for everyone.
Role
Who you are
- The ideal candidate has a background in Customer Service roles and likes getting stuck into complicated problems and understanding how to solve them
- They also have excellent communication skills and can work independently as well as in a team
- Able to work full-Time: Sunday>Thursday (You’ll spend your first-month working Mon-Fri 9-6pm)
- Working from our Boston Office 1-2 days a week!
- Working on a 9-6pm shift pattern, with some degree of flexibility based on customer demands!
- Previous experience in a customer-facing Role
- Highly organised and efficient
- 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 customer’s experience even better
- You consider yourself an avid runner and have experience running!
- You love all things fitness!
What the job involves
- 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 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 Users problems!
- Responding to our Community: We’ll also need your help responding to our Users queries on Instagram, Strava, our Runna Community & Reddit! 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!
- Supporting at Events: You'll be helping Runna to expand our presence in North America by supporting at Run Clubs, activation events & Partner events!
- We are seeking an enthusiastic Customer Experience individual to join our team on Weekdays in a full-time capacity to provide exceptional support to our Users
- As a key member of our Customer Experience team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community!
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!
- A) 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 ❤️
- Chat with Sina (30 minutes video call)
- Technical Take Home Task (1 hour video call with Sam & Sina)
- Cultural Interview (30 minutes with Claire and Iris)
- An office visit to meet Lou, our General Manager of North America (30 minutes)
- Once the process is finished, we’ll do our absolute best to get back to you in good time! Please note that due to the volume of requests we receive it might take longer than expected to do this
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
$6.8m
SEED
Dec 2022
$2.6m
SEED
Total funding: $10.3m
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job