runna - Senior CX Content & Knowledge Associate (AI Vertical)
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Requirements
• 2+ years experience optimising content for CX with proven ownership of customer-facing knowledge bases/assets including overall information architecture and style guidelines • Experience using knowledge tools such as Intercom, Zendesk, Confluence or Guru and applying governance to keep this knowledge accurate over time • Strong content design skills, with the ability to simplify complex topics and anticipate where customers get stuck • A structured, detail-oriented mindset — you enjoy making knowledge more reliable, searchable, and easy to maintain • Strong cross-functional collaboration skills — you can partner closely with CX, Product, BD, and Engineering to keep knowledge aligned with the product and customer needs • Experience working directly with AI support tools such as Intercom Fin, Intercom Copilot, Guru • Experience guiding AI behaviour through knowledge (e.g., retrieval-friendly writing, taxonomy/tagging, evaluation/QA of AI answers)
Responsibilities
• Own the App & FAQ section of the Help Centre end-to-end — information architecture, discoverability, article quality, and continuous improvement • Write, refine, and maintain content that helps customers self-serve confidently — with clarity, empathy, and strong support outcomes • Put lightweight governance in place to keep content accurate as the product evolves (owners, review cycles, verification rules, change alerts) • Make knowledge AI-ready — structure and maintain knowledge so our AI tools can retrieve and return fast, accurate answers • Use feedback loops (search terms, contact drivers, article ratings, AI escalations, agent feedback) to spot gaps and prioritise the highest-impact wins • Thinking like a CX operator — you understand what great support looks like, what customers need in the moment, and how knowledge reduces effort and increases resolution • Owning outcomes, not just articles — you treat the Help Centre as a product, optimising for self-serve success, resolution, and customer confidence • Having excellent judgement — you know what to publish (and what not to), how to handle edge cases, and how to communicate clearly without creating confusion or risk • Building systems that scale — you create simple, repeatable processes that keep knowledge trusted and up to date over time • Moving fast and learning faster — you iterate, test improvements, learn from data and feedback, and keep raising the bar
Benefits
• We’re offering a salary of £40,000 - £50,000 per year, depending on experience, 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 🇬🇧 • 🏢 Flexible working – we typically spend 3 days a week together in our Vauxhall office • 🏝️ 25 days holiday, plus bank holidays • 📱Runna x Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for xmas presents!) • 🧘 Headspace membership https://www.headspace.com/?gad_source=1&gad_campaignid=917256451&gbraid=0AAAAADLlnJ13ARNhVsl4YugLQIySZ0scx&gclid=CjwKCAjwr5_CBhBlEiwAzfwYuKoHVVF5c9aFVO5mwW4rSr5oRsg1NGAq69m-JAJ88TR56x_k1dBSHRoC3A8QAvD_BwE • 💸 Money every year to spend on gear, events and the gym! • 🏥 Private health insurance with Bupa and workplace pension scheme • 💖 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 • 🥕 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. Recruiter Screen with Talent Partner (25 minutes) • 2. Assessment with Hiring Manager and additonal team member (45 minutes) • 3. Final Round (Onsite Interviews + HM Wrap up- 75 minutes) • 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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