Customer Experience Senior Associate

About the role

We are seeking an experienced Customer Experience Senior Associate to join our US Customer Experience team in Denver, Colorado. This role will work Tuesday through Saturday, 9am–6pm.

Responsibilities

• Delivering World-Class Customer Support
• Solving complex escalations related to app and subscription issues
• Creating and maintaining customer-facing resources
• Contributing to operational excellence by improving internal support processes and knowledge management
• Supporting the Runna community at events

Requirements

• 2–3 years of experience in an online customer support or technical support role, preferably within a consumer app, subscription, or SaaS environment
• Experience using platforms such as Intercom, Zendesk, Jira, or similar customer support and ticketing tools
• Exceptional written communication skills with strong attention to detail and the ability to adapt tone appropriately
• Strong technical troubleshooting skills with the ability to investigate issues independently and collaborate cross-functionally when needed
• A proactive mindset with a focus on continuous improvement, operational efficiency, and knowledge sharing
• Excellent organization and time management skills, with the ability to balance quality and productivity metrics such as CSAT and ticket volumes
• A growth mindset, strong judgment, and a "make it happen" attitude toward problem solving and team contribution

Qualifications

• Proven ability to handle high-volume customer interactions with empathy and accuracy
• Experience managing and escalating complex customer issues
• Strong understanding of customer service best practices and industry standards
• Ability to learn and adapt quickly to new technologies and systems

Skills

• Customer service skills
• Technical troubleshooting skills
• Communication and interpersonal skills
• Problem-solving skills
• Time management and organizational skills

Benefits

• $68,000 - $72,000 salary
• Participation in Strava's long-term incentive (stock) programs
• Flexible working – 3 days a week in the office
• 25 days holiday, plus bank holidays
• Free Runna & Strava subscriptions for you and 3 of your friends
• Headspace membership
• Health insurance (including Dental and Vision)
• Workplace 401K scheme
• Modern Health mental wellness platform and app
• Credit towards fertility support services

Pay

$68,000 - $72,000

Schedule

Tuesday through Saturday, 9am–6pm