Customer Experience Associate

• Respond to customer enquiries via Intercom to a world-class standard, helping users get the best from the Runna app and achieve their running goals. • Handle technical and coaching escalations, including issues such as Strava sync errors and training methodology questions. • Write Help Centre FAQ articles drawing on your own running experience, covering topics like race day preparation, app usage, and training tips. • Represent the Customer Experience team at Runna events including running conferences, shake-out runs, and ambassador events. • Work Sunday–Thursday, 9am–6pm, based hybrid from the Vauxhall office at least three days per week.

• Bring previous experience in an online, customer-facing role. • Communicate flawlessly in writing when speaking to customers in a digital environment. • Work confidently towards targets and deadlines such as CSAT scores and ticket assignments per shift. • Hold the right to work in the UK. • Commit to working Sunday–Thursday, 9am–6pm, and coming into the Vauxhall office at least three days per week.

• Bring hands-on experience with customer support tools such as Intercom or Zendesk. • Have a background or active interest in running, fitness, or endurance sports. • Bring a creative streak for producing engaging, helpful content for a fitness community. • Show an eye for detail and a habit of flagging ideas that would improve the customer experience.

• Manage the inbound support queue on Intercom, resolving queries promptly and to a high standard. • Triage and respond to technical and coaching escalations, working within established guidelines and escalation paths. • Create and maintain Help Centre articles that reduce inbound volume and improve self-serve success rates. • Attend Runna community events to build direct relationships with users and gather ground-level insight. • Collaborate with global CX counterparts to ensure consistency and quality across all customer interactions.

Runna is one of the most exciting fitness startups in the UK right now, and the Strava acquisition only makes the opportunity bigger. In under four years from launch, Dom and Ben built Runna from a website selling personalised PDF training plans to a globally rated running coaching app, a finalist for Apple's iPhone App of the Year, and ultimately an acquisition by the world's largest fitness community. The team has grown to over 150 people across London and Boston, and Strava has publicly committed to investing further in growing both the team and the product. What stands out on Glassdoor (4.9/5 from 31 reviews, with 100% of employees recommending it) is how consistently people praise the culture, the kindness of their colleagues, and the quality of the leadership. Benefits are genuinely strong for a company this size: private health insurance, enhanced parental leave (up to 20 weeks fully paid), Strava equity, a smartwatch as you pass probation, 25 days holiday plus bank holidays, and a paid hour each week to go for a run during work hours. They operate a flexi-hybrid model, typically three days a week in their Vauxhall office. The team runs bi-weekly together, and Workout Wednesdays include exercise plus a free lunch. The main thing to be aware of is that this is a fast-paced startup environment where priorities can shift quickly, which some reviewers flag as a challenge. There is also a slight bias toward hiring passionate runners, though this has been improving. If you want to work on a product that helped millions of runners train, alongside kind and ambitious people, with the backing and scale of Strava behind you, Runna is a brilliant opportunity.

• Earn £29,500–£33,000 per year depending on experience, plus participation in Strava's long-term stock incentive programme. • Take 25 days holiday plus bank holidays, with flexibility on when you take them. • Access private health insurance with Bupa and a workplace pension scheme. • Receive a free Runna and Strava subscription for yourself and three friends. • Get an annual budget to spend on gear, events, and the gym. • Access Headspace for mindfulness, Modern Health for mental wellness support, and Carrot for fertility and family-forming benefits.

Runna is on a mission to become the go-to global training platform for runners of every level, from first 5k to marathon. Selected by Apple as a global finalist for iPhone App of the Year 2024 and acquired by Strava in 2025, Runna combines world-class coaching, personalised training plans, and community to help everyday runners become outstanding.