Customer Experience Associate

Runna; Greater London; Hybrid; GBP 32,000 - 37,000; Full time

Job summary

A leading training platform in the UK is looking for a Customer Experience specialist. In this full-time role, you will provide exceptional support via Intercom, address technical issues, and assist in community engagement events. Ideal candidates should have online customer-facing experience, excellent written communication, and availability for office work at least twice a week. Competitive salary and benefits are offered, including flexible working arrangements and health insurance.

Benefits

Competitive salary

Flexible working arrangements

25 days holiday plus bank holidays

Runna subscriptions

Health insurance

Annual gym stipend

Workplace pension

Mental wellness support

Inclusive fertility benefits

Qualifications

• Right to work in the UK.
• Prior experience in an online customer-facing role.
• Availability for Tuesday-Saturday shifts in the office.

Responsibilities

• Respond to customer inquiries on Intercom.
• Resolve technical and coaching questions.
• Write help centre articles.
• Support local Runna events.

Skills

Customer-facing experience

Written communication skills

Empathy

Goal-oriented

Experience with Intercom or similar tools

Tools

Intercom

Zendesk

Job description

Description

We're building the #1 training platform for runners, helping everyday athletes improve from 5k times to marathon training. In November 2023 we closed a $6.5M funding round led by JamJar and in 2025 we were acquired by Strava, accelerating our growth and our global impact.

The Team You’ll Join

Our Customer Experience team delivers world‑class support in the health and fitness space. You’ll lead day‑to‑day operations and collaborate with our global counterparts to ensure consistency, quality, and care across every customer interaction.

What you’ll be doing

• Respond to customer inquiries on Intercom, providing world‑class support and helping users achieve their running goals.
• Escalate and resolve technical and coaching questions, including sync issues with Strava and RPE explanations.
• Write help‑centre articles to answer FAQs and share race‑day or training insights.
• Support local Runna events (conferences, shake‑outs, ambassador events) to engage our community in person.

What you’ll bring to the team

• Prior online customer‑facing experience, preferably with Intercom or Zendesk.
• Flawless written communication skills in an online capacity.
• Personable, empathetic, and detail oriented.
• Confidence working toward targets and deadlines such as CSAT and CPH.
• Availability Tuesday‑Saturday, 9 am–6 pm in the Vauxhall office at least twice a week.
• Right to work in the UK.

Requirements

• Work shop hours Tuesday‑Saturday, 9 am–6 pm.
• Right to work in the UK.
• Attend Vauxhall office two days a week.
• Experience with Intercom or similar support tools.

Benefits

• Competitive salary (£32,000 + Strava long‑term incentive).
• Flexible working – three days a week at the office.
• 25 days holiday plus bank holidays.
• Runna subscriptions for you and five friends.
• Strava membership, Headspace membership, and health insurance with Bupa.
• Annual gear & gym stipend.
• Corporate training kit voucher renewed on each anniversary.
• Workplace pension scheme and mental wellness support.
• Inclusive fertility benefits via Carrot Support.

Our Interview Process

• Introductory call with Josh from Talent (20 min video).
• Take‑home task (60 min).
• Second‑round interview with Chris (CX Senior Manager) (60 min video).
• Final round / office visit.

How to apply

Please apply via our Workable career hub. We only accept applications through Workable; if you have questions about your application status, email us. If you need accommodations during the interview process, let us know.

Employment Type

Full‑time, 1 vacancy.