Customer Experience Associate, Denver

We're putting together a talented team to build the #1 training platform for runners. We help everyday runners become outstanding by building an incredible app providing world‑class training, coaching, and community for everyone, whether you’re improving your 5k time or training for your first marathon. We’re growing extremely fast. In November 2023 we closed a $6.5 million funding round led by JamJar with participation from Eka Ventures, Venrex, and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the iPhone app of the year, reflecting the innovation and impact of what we’ve built. In 2025 we were acquired by Strava! Our ambition is huge: to become the go‑to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. About This Role In the Technical Support team at Runna, we handle the more technical questions and help troubleshoot app issues. Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team. This frees the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs. This role is perfect for someone who thrives on problem‑solving, is passionate about fitness, and takes pride in delivering exceptional user experiences. As a member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community. The ideal candidate likes getting stuck into complicated problems and understanding how to solve them. Required schedule: work a weekend day (i.e., Tuesday to Saturday). Work model: flexible hybrid – more than half the time on site, 3 days per week in our Denver, CO office. What You’ll Do You’ll be the first point of contact for Runna users who have technical questions or run into issues with the app. Answer technical queries, help users troubleshoot problems, and ensure a smooth, stress‑free experience. Guide users to get the most out of the Runna App and support them in reaching their running goals while building enthusiasm for training. Maintain a world‑class standard of service and set the benchmark for customer support excellence in the fitness industry. Providing Technical Support via Intercom Deliver fast, professional support through our in‑app platform. Guide users to maximize the app’s features for their training goals. Ensure a high standard of service and customer satisfaction. Supporting Colleagues via Escalation Channels Provide technical expertise and support to frontline teams when issues require escalation. Communicate with Product and Tech teams to solve challenges effectively. Customer-Focused Experience What You’ll Bring to the Team: Experience in a customer‑facing role such as customer support or technical assistance. Strong written and verbal communication skills for effective online user interactions and internal teams. Organisational Skills Strong attention to detail and the ability to manage multiple tasks efficiently. Proactive in identifying and suggesting improvements to enhance user experience. Problem‑Solving Mindset Ability to solve complex problems and create user‑focused solutions. Self‑motivated to research and test solutions within the app. Software Knowledge Experience with Intercom, Jira, Slack, Notion, and Google Workspace is a plus. Basic coding knowledge is helpful but not essential. Benefits We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview of what we currently offer in the USA: Flexible working – we typically spend three days a week together in the office. 25 days holiday, plus bank holidays. Free Runna & Strava subscriptions for you and three friends. Headspace membership. Annual money allocation to spend on gear, events, and the gym. Health insurance (including dental and vision) and workplace 401K scheme. Modern Health, a mental wellness platform and app for professional support. Carrot fertility support – inclusive fertility, hormonal health, and family‑forming benefits. Our Interview Process Our aim is to keep the interview process straightforward and enjoyable. It will consist of the following stages: Introductory chat with Josh, Talent Partner (20‑minute video call). Take‑home task (~60 minutes) followed by a technical interview with Sina (Senior Manager, CX) and another member of the CX team (60‑minute video call). Final interview with a couple more members of the CX team (30‑minute video call). Please let us know if there’s anything we can do to better accommodate you throughout the interview process, such as scheduling around childcare commitments or accessibility requirements. Compensation Range: $57,000 – $61,000. #J-18808-Ljbffr