Technical Support Associate

Runna; London; On-site; GBP 30,000 - 32,000; Full time

Job summary

A leading fitness technology firm in London seeks a Technical Support team member to assist users with app-related queries. The role involves delivering high-quality support, guiding users on app features, and collaborating with various teams to resolve issues. Candidates should have experience in customer support, possess strong problem-solving skills, and be passionate about fitness. The position offers a salary of £30,000 - £32,000 plus many benefits including flexible working and health insurance.

Benefits

Flexible working

25 days holiday

Runna subscriptions for friends

Strava membership

Headspace membership

Annual gear, events, and gym allowance

Private health insurance

Workplace pension scheme

Qualifications

• 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.
• Strong attention to detail with the ability to manage multiple tasks efficiently.

Responsibilities

• Help users with questions or technical issues regarding the app.
• Deliver fast, professional technical support through the in-app platform.
• Provide guidance to frontline teams when issues need escalation.

Skills

Customer-Focused Experience

Organisational Skills

Problem-Solving Mindset

Tools

Intercom

Jira

Slack

Notion

Google Workspace

Job description

We're 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 the2024 iPhone App of the Year, reflecting the innovation and impact of what we’ve built & now in 2025 we have ****just been 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

The Team You’ll Join

At Runna, the Technical Support team tackles technical questions and troubleshoots app issues. Working closely with the General Support team, we filter conversations so that 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 Be Doing

You’ll be the first point of contact for Runna’s:

• You’ll help users who have questions or run into technical issues with the app, including in-app features, third-party integrations, and more.
• Most of your day will be spent responding to user conversations: answering technical queries, guiding troubleshooting steps, and ensuring a smooth, stress-free experience.
• While this role doesn’t involve coding or debugging, you’ll play a key part in resolving issues by helping users find solutions and escalating complex problems 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, whether they’re exploring features, setting up integrations, or troubleshooting issues—helping them reach their running goals while building enthusiasm for training.
• Set the benchmark for customer support excellence in the fitness industry.

Supporting Colleagues via Escalation Channels:

• Provide technical expertise and guidance to frontline teams when issues need escalation.
• Work closely with Product and Tech teams to solve challenges effectively and share user feedback that can improve the app.

What You’ll Bring To The Team:

This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences. As a member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community! The ideal candidate likes getting stuck into problems and understanding how to solve them.

Key Attributes:

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.

Interest in the HealthTech industry:

• Enthusiasm for the HealthTech industry is a plus but not required.

Other Requirements

• You are based in/near London and have the right to work in the UK
• You can work Full-Time with regular weekend shifts (i.e. Sunday > Thursday or Tuesday > Saturday)
• You agree to work a 9 AM - 6 PM shift pattern (with some degree of flexibility)

Salary and Benefits

We’re offering a salary of £30,000 - £32,000 per year, depending on experience, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below:

We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the UK

• Flexible working – we typically spend 2–3 days a week together in our Vauxhall office
• ️25 days holiday, plus bank holidays (which you can take whenever suits you)
• Runna subscriptions for you and 5 of your friends (get ready to be your friends fave person or save them for xmas presents!)
• Strava membership!
• Headspace membership
• Money every year to spend on gear, events and the gym!
• We’ll give you a voucher to spend on our website so you can buy yourself new Runna kit (and will renew this every year on your work anniversary)
• Private health insurance with Bupa and workplace pension scheme
• Modern Health ia a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
• Carrot 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.

Please see more info on our amazing benefits here: Benefits at Runna

Our Interview Process:

Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:

1. Introductory chatwith Josh from the Talent Team (25 minute video call)
2. Take Home Task (1-2 hours) and interview with Iris (Tech Support Lead) and Sam (Tech Support Manager)
3. Final round: London office visitwith members of the Tech Support Team

How to Apply:

Please apply through this link (this will take you to our Workable career hub). Please note, we are unable to accept any applications outside of Workable. If you have any questions regarding the status of your application, please email [e-mail]

Still have questions or want to know more? Check out ourCareers Page

We’re unfortunately unable to sponsor for this role