Technical Customer Support Associate (Denver)

About the role

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!

What You’ll Do

• You’ll be the first point of contact for Runna’s Help.
• Answer technical queries, help users troubleshoot problems, and ensure they have a smooth and stress-free experience.
• 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.
• Create positive relationships with our community by being pivotal in ensuring customer satisfaction.

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

• Flexible 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.
• Money 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 stress.
• Carrrot 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.