runna - Technical Support Associate
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Requirements
• We follow a flexible hybrid model that translates to more than half of your time on-site in our London office — three days per week. • 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. • 3. Problem-Solving Mindset • Ability to solve complex problems and create user-focused solutions. • Self-motivated to research and test solutions within the app. • 4. 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.
Responsibilities
• 1. 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. • 2. 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. 🚀 • 3. 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.
Benefits
• We’re offering a salary of £29,500 - £33,000, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below: • We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the UK 🇬🇧 • 1. 🏢 Flexible working – we typically spend 3 days a week together in our Vauxhall office • 2. 🏝️ 25 days holiday, plus bank holidays (which you can take whenever suits you) • 3. 📱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!) • 4. 🧘 Headspace membership https://www.headspace.com/?gad_source=1&gad_campaignid=917256451&gbraid=0AAAAADLlnJ13ARNhVsl4YugLQIySZ0scx&gclid=CjwKCAjwr5_CBhBlEiwAzfwYuKoHVVF5c9aFVO5mwW4rSr5oRsg1NGAq69m-JAJ88TR56x_k1dBSHRoC3A8QAvD_BwE • 5. 💸 Money every year to spend on gear, events and the gym! • 6. 🏥 Private health insurance with Bupa and workplace pension scheme • 7. 💖Modern Health https://www.modernhealth.com/ is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress • 8. 🥕Carrot fertility support https://www.get-carrot.com/ - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process. • Please see more info on our amazing benefits here: Benefits at Runna https://www.notion.so/Benefits-at-Runna-197bbd1a44858056a068d897bce297f3?pvs=21 • OUR INTERVIEW PROCESS • Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages: • 1. Introductory chat with Josh, Talent Partner (20-minute video call) • 2. Take Home Task (~60 minutes) • 3. Second round interview with Iris (Tech Support Lead) and Sam (Tech Support Manager) (60 minutes video call) • 4. Final round with Iris (Tech Support Lead) and another CX manager (30 minute video call) • 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, so please speak to your Talent Partner!
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