Customer Experience Associate

• Respond promptly to customer inquiries via Intercom to a world-class standard, helping users get the best possible experience from the Runna app. • Handle technical and coaching escalations — from Strava sync issues to explaining training concepts like RPE — delivering industry-leading responses. • Write Help Centre articles drawing on your running expertise, covering topics like race day preparation, training plans, and app features. • Support Runna events including running conferences, shake-out runs, and ambassador events to stay close to the community. • Work Sunday to Thursday, 9am–6pm, with at least 3 days per week in the Vauxhall office.

• Have previous experience in an online customer-facing role. • Have flawless written communication skills in an online customer support capacity. • Be personable and empathetic — these are characteristics you live by. • Have an eye for detail and be vocal about how to improve the customer experience. • Be confident working towards targets and deadlines such as CSAT scores and ticket assignments per shift. • Be able to work Sunday to Thursday, 9am–6pm. • Have the right to work in the UK. • Be able to come into the Vauxhall office at least 3 days per week.

• Have experience using customer support tools such as Intercom or Zendesk. • Have a background in running, fitness, or health — Runna will lean on your expertise for community content and coaching support.

• Respond to customer inquiries via Intercom and resolve technical and coaching queries. • Support customers with coaching and technical escalations including app functionality and training concepts. • Write Help Centre FAQ articles to improve the self-serve experience for users. • Attend and support Runna community events in person where possible. • Contribute to continuously improving the customer experience and support processes.

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 plus participation in Strava's long-term incentive stock programmes. • Work in a hybrid pattern with 3 days per week in the Vauxhall office. • Take 25 days holiday plus bank holidays, taken whenever suits you. • Access free Runna and Strava subscriptions for yourself and 3 friends. • Receive a Headspace membership and Modern Health mental wellness platform access. • Access private health insurance with Bupa and a workplace pension scheme. • Receive an annual budget for gear, events, and gym. • Access Carrot fertility and family-forming support.

Runna is building the number one training platform for runners — helping everyday runners become outstanding through world-class training, coaching, and community. Selected as an Apple iPhone App of the Year finalist in 2024 and acquired by Strava in 2025, Runna is on a mission to become the go-to global training platform for millions of runners. The Customer Experience team is committed to delivering the best support in the health and fitness industry.