Customer Experience Senior Associate

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 $6.5M 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 https://www.strava.com/about?hl=en-GB! 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. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join. 🚀 WHAT YOU’LL BE DOING DELIVERING WORLD-CLASS CUSTOMER SUPPORT You’ll provide exceptional frontline support to our community through Intercom, helping users get the most out of the Runna app and their training experience. You’ll confidently manage a high volume of customer conversations while maintaining a consistently high standard of empathy, accuracy, and response quality. You’ll take ownership of more complex cases, and contribute to support operations improvements. 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 SUPPORTING COMPLEX ESCALATIONS You’ll troubleshoot a range of app and subscription related queries — from syncing issues with Strava and wearable devices to helping users better understand their training plans and Subscriptions. You’ll investigate issues thoroughly, collaborate cross-functionally with other teams, and communicate updates clearly back to customers. You’ll also help identify recurring themes, surface user feedback, and advocate for improvements that enhance the overall customer experience. CREATING & MAINTAINING HELP CENTRE CONTENT You’ll help create, maintain, and improve customer-facing resources including Help Centre articles, standard responses, troubleshooting guides, and educational content. Using insights from customer conversations, you’ll proactively identify knowledge gaps and help create scalable resources that improve self-service support and reduce friction for users. CONTRIBUTING TO OPERATIONAL EXCELLENCE You’ll help improve internal support processes and knowledge management by documenting emerging trends, updating outdated resources, and identifying opportunities for efficiency gains. You’ll bring a proactive, solutions-oriented mindset and contribute ideas that help the team scale effectively as our community continues to grow. SUPPORTING THE RUNNA COMMUNITY AT EVENTS Where possible, you’ll have opportunities to support Runna events including shakeout runs, ambassador meetups, and running conferences. We believe our Customer Experience team should stay closely connected to the community we support, both online and in person. We follow a flexible hybrid model that translates to more than half of your time on-site – 3 days per week in Runna's office based in Denver, CO. NOTE: This role requires you to work a weekend day (i.e. Tuesday > Saturday) WHAT YOU’LL BRING TO THE TEAM We’re looking for an experienced Customer Experience Senior Associate to join our US Customer Experience team in Denver, working Tuesday–Saturday, 9am–6pm. You’re someone who thrives in a fast-paced support environment, enjoys solving problems, and genuinely cares about helping customers succeed. You combine strong technical troubleshooting skills with empathy, excellent communication, and a proactive mindset. WE’D LOVE TO SEE: - 2–3 years of experience in an online customer support or technical support ro…