Technical Customer Support Associate, Customer Experience
Runna is a company focused on building the leading training platform for runners. The Technical Customer Support Associate will be responsible for addressing technical queries, troubleshooting app issues, and ensuring customer satisfaction while supporting the Customer Experience team.
Responsibilities
- You’ll be the first point of contact for Runna’s 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 IntercomDeliver 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 ChannelsProvide technical expertise and support to frontline teams when issues need escalation
- Communicate with Product and Tech teams to solve challenges effectively
Skills
- 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
- Strong attention to detail with the ability to manage multiple tasks efficiently
- Proactive in identifying and suggesting improvements to enhance user experience
- Ability to solve complex problems and create user-focused solutions
- Self-motivated to research and test solutions within the app
- Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace
- Basic coding knowledge is helpful but not essential
Benefits
- Flexible working – we typically spend 3 days a week together in the office.
- 25 days holiday, plus bank holidays (which you can take whenever suits you)
- Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!)
- Headspace membership
- Money every year to spend on gear, events and the gym!
- Health insurance (including Dental and Vision) and workplace 401K scheme.
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Company Overview