The Team You’ll Join

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 up the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs!

What You’ll Be Doing:

You’ll be the first point of contact for Runna’s:

• You’ll help Runna’s who have questions or run into technical issues with the app. You’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experience.
• This role doesn’t involve coding or debugging code, but you’ll still play a key part in resolving issues by guiding users and passing anything complex to the right team.

Providing Technical Support via Intercom:

• Deliver fast, professional technical support through our in-app platform, maintaining a world-class standard of service.
• Guide users to get the most out of the Runna App, helping them reach their running goals while building enthusiasm for training.
• Set the benchmark for customer support excellence in the fitness industry. 🚀

Supporting Colleagues via Escalation Channels:

• Provide technical expertise and support to frontline teams when issues need escalation.
• Communicate with Product and Tech teams to solve challenges effectively.

What You’ll Bring To The Team

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 key 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.

Key Attributes:

• Customer-Focused Experience:
  • 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 with 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.