Technical Support Associate

• Be the first point of contact for Runna users who have technical questions or run into app issues, delivering fast, professional support via Intercom. • Guide users to get the most out of the Runna app, helping them reach their running goals while building enthusiasm for training. • Filter and escalate complex technical issues to Product and Tech teams, freeing up engineers to focus on building features and fixing bugs. • Provide technical expertise and support to frontline CX colleagues via escalation channels. • Work in a hybrid pattern with at least 3 days per week in the Vauxhall office.

• Have experience in a customer-facing role such as customer support or technical assistance. • Have strong written and verbal communication skills for online user interactions and internal team collaboration. • Have strong attention to detail and the ability to manage multiple tasks efficiently. • Have a problem-solving mindset — able to solve complex user issues and research solutions independently within the app. • Be proactive in identifying and suggesting improvements to the user experience.

• Have experience with tools such as Intercom, Jira, Slack, Notion, or Google Workspace. • Have basic coding knowledge — helpful but not essential. • Have a background in running or fitness.

• Answer technical queries from Runna users and troubleshoot app issues via Intercom. • Set the benchmark for technical support excellence in the fitness industry. • Support frontline CX colleagues with technical escalations. • Communicate complex issues to Product and Tech teams for resolution. • Proactively identify ways to improve the user 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 Technical Support team handles complex app issues, working closely with CX and engineering to keep the user experience smooth and stress-free.