Customer Experience Full-Time, Boston, USA

We're putting together a talented team to build the #1 training platform for Runners

We help everyday runners become outstanding by providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. To date we have built iOS, Android and Apple watch apps that help people achieve their goals by coaching them through the full journey and syncing to their favourite fitness devices.

We’re growing extremely fast and in November 2023 closed a new $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. We want to grow as fast as we can into the future and are looking for individuals who will help us get there. For more about our background and growth check out our Careers Page!

We’re now looking ahead to the future and the people who want to help us build and scale Runna. Our aim is to reach millions of subscribers in the next 5 years and be the go-to training platform for any runner. Now is a magical time to join, we're still small, and everyone makes a foundational difference.

Requirements

What you’ll be doing

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!

What we’re looking for:

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! 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!

Benefits

Benefits

We offer a salary of $54,000 - $60,000/year depending on experience plus equity in the form of Runna stock options.

• A brand new Macbook
• A running watch of your choice
• 22 days of holiday including US holidays
• Salary reviews every 6 months or whenever we raise more investment
• You’ll also be joining one of the fastest-growing fitness startups and have an hour slot each week to run as well as a bi-weekly lunch!

Application process

Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:

1. 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 ❤️
   
2. Chat with Sina (25 minutes video call)
3. Technical Take Home Task (50 video call with Sam & Sina)
4. Cultural Interview (25 minutes with Claire and Iris)
5. 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.