At a Glance
- Tasks: Be the go-to person for users needing help with our running app.
- Company: Join a fast-growing team at Runna, recently acquired by Strava!
- Benefits: Enjoy a competitive salary, flexible working, and awesome perks like free subscriptions.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping runners achieve their goals and enhancing user experience.
- Qualifications: Customer support experience and strong communication skills are key.
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 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.
What You’ll Do
- You’ll be the first point of contact for Runna’s users. Help Runna 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 ensuring 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.
- 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 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 and 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 with the ability to solve complex problems and create user-focused solutions.
- Self-motivated to research and test solutions within the app.
- Software knowledge with experience using tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus.
- Basic coding knowledge is helpful but not essential.
Benefits
- Salary of £31,500, plus participation in Strava's long-term incentive (stock) programs.
- Flexible working – typically 2–3 days a week in our Vauxhall office.
- 25 days holiday, plus bank holidays.
- Free Runna & Strava subscriptions for you and up to 3 friends.
- Headspace membership.
- Annual allowance for gear, events and the gym.
- Private health insurance with Bupa and workplace pension scheme.
- Modern Health for mental wellness support.
- Carrot fertility support for inclusive fertility and family-forming benefits.
Please see more info on our amazing benefits here: Benefits at Runna
Our Interview Process
Our aim is to keep the interview process straightforward and enjoyable, and will consist of the following stages:
- Introductory chat with Josh, Talent Partner (20-minute video call)
- Take Home Task (~60 minutes)
- Second round interview with Iris (Tech Support Lead) and Sam (Tech Support Manager) (60 minutes video call)
- Final round with Iris (Tech Support Lead) and another CX manager (30 minute video call)
Please let us know if there’s anything we can do to better accommodate you throughout the interview process—for example scheduling around childcare commitments or accessibility requirements. We want you to show your best self in the process, so please speak to your Talent Partner!
Compensation Range: £29.5K - £31.5K
Technical Support Associate employer: Runna
Join a dynamic team as a Senior Product Manager where your expertise will shape the community experience for runners. We pride ourselves on fostering a collaborative work culture that values innovation and personal growth, offering competitive salaries and opportunities for professional development. Located in a vibrant area, our company provides unique advantages such as flexible working arrangements and a strong commitment to employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Associate
✨Tip Number 1
Get to know the company inside out! Research Runna and Strava, their mission, values, and the app features. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for users, being clear and concise is key. Try role-playing common technical support scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues or improved processes. This will demonstrate your proactive mindset and ability to enhance user experience.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our amazing team at Runna. Don’t miss out on this magical opportunity!
We think you need these skills to ace Technical Support Associate
Some tips for your application 🫡
Show Your Passion for Running:When you're writing your application, let us know why you're excited about helping runners achieve their goals. Share any personal experiences or insights that connect you to the running community. We love seeing genuine enthusiasm!
Highlight Your Communication Skills:Since you'll be the first point of contact for our users, it's crucial to showcase your strong written communication skills. Use clear and concise language in your application to demonstrate how you can effectively interact with users and internal teams.
Be Detail-Oriented:We appreciate candidates who pay attention to detail. Make sure your application is free from typos and errors, and structure it well. This reflects your organisational skills and shows us that you care about providing a world-class experience.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our amazing team and culture!
How to prepare for a job interview at Runna
✨Know the App Inside Out
Before your interview, spend some time using the Runna app. Familiarise yourself with its features and functionalities so you can confidently discuss how you would assist users with their queries. This will show your genuine interest in the product and help you relate to the users' experiences.
✨Brush Up on Communication Skills
As a Technical Support Associate, clear communication is key. Practice explaining technical concepts in simple terms. You might even want to role-play common user scenarios with a friend to refine your responses and ensure you can convey information effectively during the interview.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of examples from your past experience where you successfully resolved issues or improved processes. Be ready to walk through your thought process step-by-step, as this will demonstrate your analytical skills and proactive mindset.
✨Show Enthusiasm for Customer Support
The role is all about helping users achieve their running goals. During the interview, express your passion for customer support and how you enjoy making a positive impact on users' experiences. Share any relevant experiences that highlight your commitment to providing excellent service.
