What are the responsibilities and job description for the Drag image to reposition Customer Experience Full-Time, Boston, USA Customer Support Boston USA position at Runna Coach?
Customer Experience Full-Time, Boston, USAWe're putting together a talented team to build the #1 training platform for Runners
We help everyday runners become outstanding by providing world-class training, coaching, and community for everyone, whether you're improving your 5k time or training for your first marathon. To date, we have built iOS, Android, and Apple Watch apps that help people achieve their goals by coaching them through the full journey and syncing to their favorite fitness devices.
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
We’re growing extremely fast and in November 2023 closed a new $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex, and Creator Ventures. We want to grow as fast as we can into the future and are looking for individuals who will help us get there. Our aim is to reach millions of subscribers in the next 5 years and be the go-to training platform for any runner. Now is a magical time to join; we're still small, and everyone makes a foundational difference.
What you’ll be doing
The role will include :
- 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 your colleagues via our escalation Channels in Slack : You’ll be up-skilled to provide escalation support to our frontline teams over the weekend when we require your technical expertise to solve our Users' problems!
- Responding to our Community : We’ll also need your help responding to our Users' queries on Instagram, Strava, our Runna Community, and Reddit! Particularly during Marathon Season, we’ll need your help in ensuring we have enough coverage across our Socials to respond to people who are using Runna for the first time or have just reached a new PB!
What we’re looking for :
We are seeking an enthusiastic Customer Experience individual to join our team on Weekdays in a full-time capacity to provide exceptional support to our Users! As a key member of our Customer Experience team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community! The ideal candidate has a background in Customer Service roles and likes getting stuck into complicated problems and understanding how to solve them. They also have excellent communication skills and can work independently as well as in a team.
Requirements :
We offer a salary of $54,000 - $60,000 / year depending on experience plus equity in the form of Runna stock options.
A brand new MacBook
A running watch of your choice
22 days of holiday including US holidays
Salary reviews every 6 months or whenever we raise more investment
You’ll also be joining one of the fastest-growing fitness startups and have an hour slot each week to run as well as bi-weekly lunch!
Application process
Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages :
Once the process is finished, we’ll do our absolute best to get back to you in good time! Please note that due to the volume of requests we receive it might take longer than expected to do this.
How to apply
To apply, please apply here via workable and we’ll take it from there!
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Salary : $54,000 - $60,000