This application will close on the 5th of June

What you’ll be doing

This role will include:

• 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 Health & Fitness Industry and want to find ambitious individuals who want to help us take that next step
• Supporting our Community with Technical & Coaching Escalations You’ll be upskilled to help our Customers with their Coaching and Technical queries in intercom! Whether that’s an issue syncing a run to strava, or understanding how RPE works, we’ll help you to provide industry leading responses to our Community - proving an experience so good that they have to tell their friends.
• Writing Help-Centre Articles: We’ll be leaning on your running expertise to help create FAQ articles for our Community! You’ll might write about your Race Day experiences, what it’s like to train for a Race, or how to use our app! The possibilities are endless, but we’ll be leaning on your creative energy to create content that improves the experience of our Users.
• Supporting at local Runna Events:
  Where possible, we’ll involve you at Runna Events! We want our Customer Experience Team to be as close to our Community as possible. We’ll invite you to Runna Events (Running Conferences, Shake-Out Runs, Ambassador Events) to give you the opportunity to support our Community in real life!

What we’re looking for:

We’re seeking an enthusiastic Customer Experience individual to join our US Customer Experience Team, working Tuesday-Saturday 9am-6pm! As a key member of our Customer Experience Team, you’ll play a pivotal role in ensuring customers are getting a world class level of support. You’ll be troubleshooting technical issues from our Users and supporting them with any coaching related questions they have. The ideal candidate has a background in an online Customer Service capacity and likes going the extra mile to WOW our customers. They have excellent communications skills and are open to taking on feedback from their peer group as to how we can improve our customer’s experience.

• Able to work Sunday-Thursday 9am-5:30pm
  • your first 30 days will be Monday-Friday 9am-5:30pm then transitioning to Tuesday-Saturday after the completion of your first 30 days
• Previous experience in an online customer facing Role. Experience using tools such as Intercom & Zendesk are a bonus!
• 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 love all things fitness! Whether that’s running, going for a walk or hitting the gym. You live an active lifestyle and want to help others do the same.
• Confident at working towards targets & deadlines like CSAT & CPH.
• Bonus points if you also have a passion for the running community!