Customer Support Specialist (Technical Level 1)

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 £5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. And in 2024, we were selected by Apple as one of three global finalists for the 2024 iPhone App of the Year reflecting the innovation and impact of what we’ve built.

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.

What You’ll Be Doing:

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 we’re looking for:

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.
• Software knowledge:
• Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus.
• Basic coding knowledge is helpful but not essential.
• Passion for Fitness and Running:
• Enthusiasm for fitness and health—running experience is a plus but not required.

Requirements

• You are based in the UK and have the right to work in the UK
• You can work Full-Time with regular weekend shifts (i.e. Sunday > Thursday or Tuesday > Saturday)

Interviewing Process

• You agree to work a 9 AM - 6 PM shift pattern (with some degree of flexibility)We aim to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:
1. Apply here! (via workable)
2. Introductory chat with Emily, Talent Lead (25 minutes video call)
3. Technical Support Take home task
4. Task review and final chat with Iris (Team Lead) & another Team Member (50-minute video call)
• Once the process is finished, we promise to let you know our decision as soon as possible.

We offer a starting salary of £31,500 per year (depending on experience) plus equity in the form of Runna stock options.

• Fully remote (UK) with the option to work in our London office
• A brand new Macbook
• A running watch of your choice
• 25 days holiday (+ bank 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!

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 ❤️

Still have questions? Check out our Careers Page and FAQ.