Technical Customer Support Associate, Customer Experience

Runna is a company focused on building the leading training platform for runners. The Technical Customer Support Associate will be responsible for addressing technical queries, troubleshooting app issues, and ensuring customer satisfaction while supporting the Customer Experience team.ResponsibilitiesYou’ll be the first point of contact for Runna’s Help Runna’s who have questions or run into technical issues with the appYou’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experienceThis role doesn’t involve coding or debugging code, but you’ll still play a key part in resolving issues by guiding users and passing anything complex to the right teamProviding Technical Support via IntercomDeliver fast, professional technical support through our in-app platform, maintaining a world-class standard of serviceGuide users to get the most out of the Runna App, helping them reach their running goals while building enthusiasm for trainingSet the benchmark for customer support excellence in the fitness industrySupporting Colleagues via Escalation ChannelsProvide technical expertise and support to frontline teams when issues need escalationCommunicate with Product and Tech teams to solve challenges effectivelySkillsExperience in a customer-facing role such as customer support or technical assistanceStrong written and verbal communication skills for effective online user interactions and internal teamsStrong attention to detail with the ability to manage multiple tasks efficientlyProactive in identifying and suggesting improvements to enhance user experienceAbility to solve complex problems and create user-focused solutionsSelf-motivated to research and test solutions within the appExperience with tools such as Intercom, Jira, Slack, Notion, and Google WorkspaceBasic coding knowledge is helpful but not essentialBenefitsFlexible working – we typically spend 3 days a week together in the office.25 days holiday, plus bank holidays (which you can take whenever suits you)Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!)Headspace membershipMoney every year to spend on gear, events and the gym!Health insurance (including Dental and Vision) and workplace 401K scheme.Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stressCarrot fertility support - 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.Company OverviewWe are Runna. We help people to train better and love running. It was founded in 2021, and is headquartered in London, England, GBR, with a workforce of 201-500 employees. Its website is https://www.runna.com.



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