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- Tasks: Provide top-notch technical support and help users troubleshoot app issues.
- Company: Join a fast-growing team at Runna, recently acquired by Strava!
- Benefits: Competitive salary, stock options, flexible working, and 25 days holiday.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Be part of a mission to empower runners and enhance their training experience.
- Qualifications: Customer service experience and strong problem-solving skills are essential.
The predicted salary is between 33000 - 33000 £ per year.
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 iPhone app of the year, reflecting the innovation and impact of what we’ve built & 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.
In the Technical Support team at Runna, we handle the more technical questions and help troubleshoot app issues. Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team. This frees up the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs! This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences. As a member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community! The ideal candidate likes getting stuck into complicated problems and understanding how to solve them.
We follow a flexible hybrid model that translates to more than half of your time on-site in our London office — three days per week.
What You’ll Do:
- You’ll be the first point of contact for Runna’s users who have questions or run into technical issues with the app. You’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experience.
- This 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 team.
- Providing Technical Support via Intercom: Deliver fast, professional technical support through our in-app platform, maintaining a world-class standard of service.
- Guide users to get the most out of the Runna App, helping them reach their running goals while building enthusiasm for training.
- Set the benchmark for customer support excellence in the fitness industry.
- Supporting Colleagues via Escalation Channels: Provide technical expertise and support to frontline teams when issues need escalation. Communicate with Product and Tech teams to solve challenges effectively.
What You’ll Bring to the Team:
- Customer-Focused Experience: Experience in a customer-facing role such as customer support or technical assistance.
- Strong written and verbal communication skills for effective online user interactions and internal teams.
- Organisational Skills: Strong attention to detail with the ability to manage multiple tasks efficiently. Proactive in identifying and suggesting improvements to enhance user experience.
- Problem-Solving Mindset: Ability to solve complex problems and create user-focused solutions. Self-motivated to research and test solutions within the app.
- Software knowledge: Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus. Basic coding knowledge is helpful but not essential.
Benefits:
We’re offering a salary of £33,000, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below: We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview of what we currently offer in the UK: Flexible working – we typically spend 2–3 days a week together in our Vauxhall office, 25 days holiday, plus...
Technical Support Associate in London employer: Runna
Contact Detail:
Runna Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Associate in London
✨Tip Number 1
Get to know the company inside out! Research Runna's mission, values, and recent achievements. This will not only help you tailor your conversations but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about troubleshooting, think of common technical issues users might face and how you would guide them through solutions. Role-playing with a friend can be super helpful!
✨Tip Number 3
Show off your communication skills! Whether it's through a video call or in-person, make sure you articulate your thoughts clearly and confidently. Remember, you're not just solving problems; you're creating positive experiences for users.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our amazing team at Runna. Don’t miss out on this opportunity!
We think you need these skills to ace Technical Support Associate in London
Some tips for your application 🫡
Show Your Passion for Fitness: When you're writing your application, let us know how much you love running and fitness! Share any personal experiences or achievements that highlight your enthusiasm. We want to see that you're not just looking for a job, but that you're genuinely excited about helping others reach their running goals.
Highlight Your Problem-Solving Skills: Make sure to showcase your knack for tackling tricky problems in your application. Give examples of how you've resolved issues in the past, especially in customer support roles. We’re all about finding solutions, so show us how you can think on your feet!
Keep It Clear and Concise: We appreciate clear communication, so make your application easy to read. Use straightforward language and get to the point quickly. Remember, we want to see your personality shine through, but clarity is key!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Runna
✨Know the App Inside Out
Before your interview, make sure you download the Runna app and familiarise yourself with its features. Understand how it helps runners achieve their goals and think about common technical issues users might face. This will show your genuine interest in the product and help you answer questions more effectively.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled complex problems in previous roles. Think about specific situations where you had to troubleshoot or guide someone through a technical issue. This will demonstrate your ability to handle the challenges you'll face as a Technical Support Associate.
✨Communicate Clearly and Confidently
Since this role involves a lot of communication, practice articulating your thoughts clearly. You might want to do mock interviews with friends or family, focusing on explaining technical concepts in simple terms. This will help you convey information effectively during the actual interview.
✨Be Proactive and Suggest Improvements
During the interview, don’t hesitate to share ideas on how the user experience could be enhanced. Research common feedback about the app and come prepared with suggestions. This shows that you're not just looking to fill a role but are genuinely invested in improving the product and the customer experience.