Customer Support Associate, Runna
Hourly rate of $27.50-$30 plus equity
1-3 days a week in office (Harvard Square, Boston)
Tailored running training plans
Posted today
Tailored running training plans
101-200 employees
Posted today
Hourly rate of $27.50-$30 plus equity
1-3 days a week in office (Harvard Square, Boston)
101-200 employees
Company mission
To make running training effective, enjoyable and easy for everyone.
Role
Who you are
- We’re seeking an enthusiastic Customer Experience individual to join our US Customer Experience Team, working Tuesday-Saturday 9am-6pm
- We want to provide the best Customer Support in the Health & Fitness Industry and want to find ambitious individuals who want to help us take that next step
- The ideal candidate has a background in an online Customer Service capacity and likes going the extra mile to WOW our customers
- They have excellent communications skills and are open to taking on feedback from their peer group as to how we can improve our customer’s experience
- Previous experience in an online customer facing Role. Experience using tools such as Intercom & Zendesk are a bonus!
- You’re an avid runner! You know what running terminology means such as ‘deload’, ‘cadence’ & ‘intervals’
- 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 love all things fitness! Whether that’s running, going for a walk or hitting the gym. You live an active lifestyle and want to help others do the same
- Confident at working towards targets & deadlines like CSAT & CPH
- Bonus points if you also have a passion for the running community!
- Benefits
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
- Supporting our Community with Technical & Coaching Escalations You’ll be upskilled to help our Customers with their Coaching and Technical queries in intercom
- Whether that’s an issue syncing a run to strava, or understanding how RPE works, we’ll help you to provide industry leading responses to our Community - proving an experience so good that they have to tell their friends
- Writing Help-Centre Articles: We’ll be leaning on your running expertise to help create FAQ articles for our Community
- You’ll might write about your Race Day experiences, what it’s like to train for a Race, or how to use our app
- The possibilities are endless, but we’ll be leaning on your creative energy to create content that improves the experience of our Users
- Where possible, we’ll involve you at Runna Events
- We want our Customer Experience Team to be as close to our Community as possible
- We’ll invite you to Runna Events (Running Conferences, Shake-Out Runs, Ambassador Events) to give you the opportunity to support our Community in real life!
- As a key member of our Customer Experience Team, you’ll play a pivotal role in ensuring customers are getting a world class level of support
- You’ll be troubleshooting technical issues from our Users and supporting them with any coaching related questions they have
- Your first 30 days will be Monday-Friday 9am-6pm then transitioning to Tuesday - Saturday after the completion of your first 30 days
Application process
- Introductory Chat with Sina (30 minutes video call)
- Technical Take Home Task (1 hour video call with Sina & Laura, our Global Head Of CX)
- Office Visit (15 minutes with Lou, our GM of North America, and 15 minutes with a member of our Boston CX Team)
- Closing Date: Please submit your applications by the 13th June
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 since 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.
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: $10.4m
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 and 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
View 9 more jobs at Runna