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- Tasks: Deliver world-class customer support and help runners achieve their goals.
- Company: Join a fast-growing team building the #1 training platform for runners.
- Benefits: Competitive salary, flexible working, 25 days holiday, and stock options.
- Why this job: Be part of a mission-driven team making a real impact in the health and fitness space.
- Qualifications: Experience in online customer service and excellent communication skills.
- Other info: Opportunity to attend local running events and contribute creatively.
The predicted salary is between 29500 - 31500 £ per year.
We are putting together a talented team to build the #1 training platform for Runners. We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you’re improving your 5k time or training for your first marathon.
We’re growing extremely fast! In November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the 2024 iPhone App of the Year, reflecting the innovation and impact of what we’ve built, and in 2025 we were acquired by Strava. Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join.
You’ll be joining a passionate and mission-driven Customer Experience team that’s committed to delivering world-class support in the health and fitness space. You’ll be leading day-to-day operations while working closely with our global counterparts to ensure consistency, quality, and care across every customer interaction.
What You’ll Be Doing
- Customer Support on Intercom: Responding promptly to customer inquiries via our in-app customer experience platform to a world-class standard; helping our customers get the best possible experience from the Runna App and ultimately helping them to achieve their running goals and love their training along the way.
- Supporting our Community with Technical & Coaching Escalations: You’ll be upskilled to help our Customers with their Coaching and Technical queries in Intercom.
- Writing Help-Centre Articles: We’ll be leaning on your running expertise to help create FAQ articles for our Community.
- Supporting at local Runna Events: Where possible, we’ll involve you at Runna Events.
What You’ll Bring To The Team
- We’re seeking an enthusiastic Customer Experience individual to join our UK Customer Experience Team, working Tuesday-Saturday 9am-6pm.
- The ideal candidate has a background in an online Customer Service capacity and likes going the extra mile to WOW our customers.
- Flawless written communication skills speaking to Customers in an online capacity!
- Personable & Empathetic are characteristics you live by.
- An eye for detail: You’re vocal as to how we can make our customer’s experience even better.
- Confident at working towards targets & deadlines like CSAT & CPH.
Requirements
- Able to work Tuesday-Saturday 9am-6pm.
- You have the right to work in the UK.
- You can come into our Vauxhall office at least 2x a week.
Salary And Benefits
We’re offering a salary of £29,500 - £31,500 per year depending on experience, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits are below:
- Flexible working – we typically spend 2–3 days a week together in our Vauxhall office.
- 25 days holiday, plus...
Customer Experience Associate in London employer: Runna
Contact Detail:
Runna Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Associate in London
✨Tip Number 1
Get to know the company inside out! Research their mission, values, and recent achievements. This will not only help you in interviews but also show your genuine interest in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills align with the role and come up with examples that showcase your customer service experience. Practice makes perfect!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows that you’re keen on the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Customer Experience Associate in London
Some tips for your application 🫡
Show Your Passion for Running: When you write your application, let your love for running shine through! Share your personal experiences and how they connect to our mission of helping everyday runners. We want to see that you're not just looking for a job, but that you're excited about being part of our community.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Mention any previous customer service roles and how they’ve prepared you for this position. We’re looking for someone who can WOW our customers, so show us how you’ve done that before!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and keep your sentences concise. We appreciate good communication skills, so make sure your writing reflects that. Remember, we want to understand your message without any confusion.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at Runna
✨Know the Product Inside Out
Before your interview, make sure you’re familiar with the Runna App and its features. Understand how it helps runners achieve their goals and be ready to discuss your own experiences with running or fitness apps. This will show your passion for the product and help you connect with the team.
✨Showcase Your Customer Service Skills
Prepare examples from your past roles where you went above and beyond for customers. Highlight situations where you resolved issues or provided exceptional support. This is crucial for a Customer Experience Associate role, so make sure to emphasise your ability to WOW customers!
✨Be Ready for Technical Questions
Since you'll be handling technical queries, brush up on common issues users might face with apps like syncing runs or understanding training concepts. Familiarise yourself with tools like Intercom and Zendesk, as this knowledge will give you an edge during the interview.
✨Demonstrate Your Team Spirit
The Customer Experience team values collaboration, so be prepared to discuss how you work well in a team. Share examples of how you’ve contributed to team success in previous roles and express your enthusiasm for participating in local Runna Events to support the community.
