Technical Support Specialist, Strava
More information about location
3+ days a week in office
Social network for tracking run and cycle routes
Job no longer available
Social network for tracking run and cycle routes
501-1000 employees
Job no longer available
More information about location
3+ days a week in office
501-1000 employees
Company mission
To create the most committed, close, and engaged athlete community on the internet.
Role
Who you are
- Have 3+ years of experience in a technical support role
- Are on Strava and have a proven familiarity of the platform
- Enjoy the challenge of helping our members and are capable of providing amazing customer support for an online audience that is growing exponentially
- Have exceptional reading comprehension as well as written and oral skills. Strong typing skills are a must
- Are adaptable, self-motivated, and have great time management skills
- Have a strong passion for cycling, running, triathlon or another endurance sport and connect personally with Strava’s mission to build the most engaged community of athletes in the world
- Have previous experience with Zendesk, JIRA, BBEdit (or other text editors), and GPS file formats
- Are experienced with Garmin, Polar, Fitbit, or other GPS and fitness devices and applications
- Demonstrate well-rounded technical proficiency with browsers, mobile and web platforms, and text editors
- Are successful in cross-functional collaborations and initiatives
- Speak a foreign language. Preference given to Brazilian Portuguese, French, Spanish, and German speakers
What the job involves
- Strava's Community Management team is looking for a dedicated individual to join us in our mission to provide exemplary support to our global community of athletes
- We are currently building out our Dublin team as part of our follow the sun strategy, and we are excited for you to join and contribute to our success
- As a Technical Support Representative at Strava, you will provide support for our entire product, including both web and mobile products and the various integrations and devices that feed the core user experience
- Respond to member inquiries by providing general assistance with site functionality, troubleshooting Strava applications, and resolving GPS data and activity analysis issues
- Produce a consistent number of high-quality responses to our community members on a daily basis
- Troubleshoot site issues, create bug reports, track updates, and communicate results to the team
- Stay on top of product changes, bugs, and updates in order to relay the most accurate information to our members
- Assist with creation and maintenance of knowledge base articles, standard responses, and other customer-facing updates
- Communicate trends based on user feedback and feature requests
- Collaborate with external departments as necessary to troubleshoot issues and represent support related needs and improvements
- Help maintain our internal knowledge management system by creating new resources for emerging trends or flagging and updating outdated information
- Lead other projects and duties as assigned
- You will be successful here by:
- Demonstrating excellent follow through, judgment, and common sense. You have a “make it happen” approach to work and maintain a growth mindset
- Finding opportunities for efficiency gains and taking initiative to propose then implement impactful solutions
- Passionately searching for solutions and advocating for the needs of our users
- Maintaining strict confidentiality regarding employee, user, and company information
- Staying on task and following outlined processes
Application process
- In your cover letter, please include responses to the following questions:
- What excites you about working for the Strava Community Management team?
- Which fitness devices and platforms are you familiar with?
Our take
Strava has created an online network where runners, swimmers and cyclists can record fitness activities, and compare and compete with their community. It offers both a free and premium subscription service with added features. The company also partners with local councils and urban planners who purchase valuable journey data from Strava which can be used to map out cities and develop safer cycle paths.
The platform helps members discover and plan workouts, as well as offering a leaderboard which is updated using GPS as users compete for the top spot on particular fitness segments.
With over 125 million athletes and growing, Strava released several new product rollouts in 2024, including an AI-enabled leaderboard. A partnership with the wearable fitness tracker Oura will mean Strava software is available on wearables, taking Strava into fresh competition with the likes of Peloton and Apple.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-6% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2020
$110m
SERIES F
Oct 2014
$18m
LATE VC
Total funding: $151.4m
Company benefits
- Competitive base salary & stock options
- 100% company paid benefits for employees and families
- Flexible paid time off
- $2,000 annual professional development stipend
- Paid time off for volunteering
- 401(k) plan - with company matching
- $1000 annual gear stipend
- $500 annual gym or coaching reimbursement
- On-site fitness rooms with showers, lockers, and towel service
- Weekly team workouts – including remote employees
- Safe and secure bike storage on-site
- Weekly all hands meetings
- Employee resource groups
- Anti-racism nonprofit company matching program
- Free lunch on Wednesdays on-site
- Regular team happy hours
- Team offsites and company retreats
- Cell phone reimbursement
- Generous industry discounts on gear and activities
- Race entries to events we sponsor
- Snacks and stocked kitchens on-site
- Strava gear
Company values
- Antiracism
- Authenticity
- Balance
- Craftsmanship
- Camaraderie
- Commitment
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Mark Gainey
(Chairman)Having studied at Harvard, Mark started their career as a TA Associates Associate before co-founding Kana Communications and several Board Membership roles. They co-founded Strava in 2007, serving since as Chairman.
Michael Horvath
(CEO & Board Member)Michael co-founded Kana with Mark before working as an Economics Professor at Stanford and Dartmouth. They worked for 4 years as CFO of GlycoFi before co-founding Strava, serving initially as CEO and since 2017 as a Board Member.
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