Senior CX Content & Knowledge Associate (AI Vertical)

• Manage Runna's Help Centre and knowledge processes within the Customer Experience team. • Ensure customers can find clear, accurate answers quickly and that AI tools are grounded in trusted, well-structured knowledge. • Set the standards for what gets published, how it stays current, and how to build a knowledge ecosystem that reduces friction across the customer journey.

• Have 2+ years in a CX/Support Ops/Content role with at least 1 year focused on knowledge management including Help Centre/KB ownership, governance, and maintenance. • Have proven ownership of a knowledge base or Help Centre such as Intercom, Zendesk, Confluence, or Guru, including improving IA/structure, content quality, and maintenance over time. • Have strong content design skills with the ability to simplify complex topics and anticipate where customers get stuck. • Have a structured, detail-oriented mindset and enjoy making knowledge more reliable, searchable, and easy to maintain. • Have strong cross-functional collaboration skills and be able to partner closely with CX, Product, BD, and Engineering to keep knowledge aligned with the product and customer needs.

• Have experience working directly with AI support tools such as Intercom Fin or Intercom Copilot or Guru. • Have experience guiding AI behaviour through knowledge including retrieval-friendly writing, taxonomy/tagging, and evaluation/QA of AI answers.

• Own the App and FAQ section of the Help Centre end-to-end including 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 including owners, review cycles, verification rules, and change alerts. • Make knowledge AI-ready by structuring and maintaining knowledge so AI tools can retrieve and return fast, accurate answers. • Use feedback loops including search terms, contact drivers, article ratings, AI escalations, and agent feedback to spot gaps and prioritise the highest-impact wins.

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.

• Receive £35,000 to £40,000 salary plus participation in Strava's long-term incentive stock programs. • Enjoy flexible working with typically 3 days a week together in the Vauxhall office. • Take 25 days holiday plus bank holidays which you can take whenever suits you. • Get Runna and Strava subscriptions for you and 3 of your friends. • Access Headspace membership. • Receive money every year to spend on gear, events, and the gym. • Get private health insurance with Bupa and workplace pension scheme. • Access Modern Health mental wellness platform. • Benefit from Carrot fertility support for inclusive fertility, hormonal health, and family-forming benefits.

Runna is a personalised coaching app for runners changing the way people train for 5ks, marathons, and more. The mission is to help people train better and love running. In 2024, Runna was selected by Apple as one of three global finalists for iPhone App of the Year, and in 2025 was acquired by Strava. With 150+ people across London and Boston, 30,000+ 5-star reviews, and millions of users globally, Runna is building the go-to global leading training platform for runners everywhere.