Runna
Fitness
CustomerExperienceAssociate
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Experience Associate at Runna. Skills: Technical Support, Customer Experience, Problem-solving. Help Runna’s who have questions or run into technical issues with the app. Answering technical queries”
What You'll Achieve.
ensuring customer satisfaction; resolving issues; creating positive relationships with our community; helping them reach their running goals; building enthusiasm for training; Set the benchmark for customer support excellence in the fitness industry
Industry & Context.
Ability to solve complex problems and create user-focused solutions; Self-motivated to research and test solutions within the app
work a weekend day (i. e. Tuesday > Saturday)
What They're Looking For.
Must Have
Customer-Focused Experience, written and verbal communication skills, attention to detail, 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
Nice to Have
Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus, Basic coding knowledge is helpful but not essential
What You'll Do.
Help Runna’s who have questions or run into technical issues with the app
Answering technical queries
Helping users troubleshoot problems
Making sure they have a smooth and stress-free experience
Guiding users and passing anything complex to the right team
professional technical support through our in-app platform
Guide users to get the most out of the Runna App
Provide technical expertise and support to frontline teams when issues need escalation
Communicate with Product and Tech teams to solve challenges effectively
How You'll Work.
Team & Collaboration
Working closely with the Customer Experience team; Provide technical expertise and support to frontline teams when issues need escalation; Communicate with Product and Tech teams to solve challenges effectively
Communication Scope
written and verbal communication skills for effective online user interactions and internal teams
Full Job Description
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. 🚀 About This Role 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! 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 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. This role requires you to work a weekend day (i.e. Tuesday > Saturday) We follow a flexible hybrid model that translates to more than half of your time on-si
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