Technical Customer Support Associate

Technical Customer Support Associate at runna. About the role We are seeking a dedicated Technical Customer Support Associate to join our team at runna, a leading training platform for runners, following our recent acquisition by Strava. In this role, you will be responsible for addressing technical inquiries and troubleshooting app performance issues to ensure our users enjoy a seamless experience. You will also play a vital role in collaborating with our engineering team, allowing them to concentrate on product development while you handle user concerns. Key facts Location: Denver, CO Engagement: Full-Time Compensation: $57,000 - $61,000 annually, plus equity Team: Technical Support What you'll do Serve as the main point of contact for users who encounter technical challenges with the app, ensuring prompt and effective support. Deliver professional assistance through Intercom, resolving user issues and providing answers to their inquiries. Guide users in navigating the app effectively to help them reach their fitness objectives. Identify and escalation complex technical issues to the relevant product and engineering teams for further investigation. Uphold high service standards by acting as a liaison between the customer experience team and technical personnel. Work a schedule that includes one weekend day, specifically from Tuesday to Saturday, to ensure coverage for our users. Document user interactions and feedback to help improve the overall user experience and inform future app enhancements. Participate in team meetings to discuss user feedback and share insights on common issues faced by users. Collaborate with the engineering team to test new features and provide feedback based on user experiences. Maintain a thorough understanding of the app's functionalities to provide accurate and helpful support. Stay updated on industry trends and best practices in customer support to continuously improve service delivery. Contribute to the development of support documentation and FAQs to empower users to resolve common issues independently. Requirements Previous experience in a customer-facing role, particularly in technical support or assistance, is essential. Exceptional written and verbal communication skills are necessary for effective user interactions and internal collaboration. Strong organizational skills and meticulous attention to detail are required for managing multiple tasks efficiently. A proactive approach to identifying user experience improvements and suggesting enhancements is crucial. Ability to independently research and test solutions within the app to assist users effectively. Must be able to work on-site in the Denver office at least three days a week to foster team collaboration. Nice to have Familiarity with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is advantageous. Basic coding knowledge would be beneficial for troubleshooting technical issues. Experience in the fitness or wellness industry can provide valuable context for user interactions. Skills & tools Proficient in using Intercom for customer support communications. Experience with Jira for tracking technical issues and project management. Familiarity with Slack for team communication and collaboration. Knowledge of Notion for documentation and project tracking. Proficient in Google Workspace for documentation and collaboration. Practical notes Employees enjoy a generous benefits package that includes 25 days of paid leave in addition to public holidays, comprehensive health insurance that covers dental and vision, and a 401K retirement plan. Additional perks include complimentary subscriptions to Runna and Strava for you and three friends, a Headspace membership for mindfulness and wellness, an annual stipend for fitness gear, access to Modern Health for mental health support, and Carrot fertility assistance. The interview process consists of an initial call with a Talent Partner, followed by a 60-minute take-home task, a technical interview, and a final 30-minute interview to assess your fit for the role. Join us at runna, where you will have the opportunity to make a significant impact on our users' experiences while working in a dynamic and supportive environment. #J-18808-Ljbffr