Technical Customer Support Associate (Denver)

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 the iPhone app of the year, reflecting the innovation and impact of what we’ve built & in 2025 we were 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. 🚀 ABOUT THIS ROLE This role leads the US Customer Experience team within General Support, focusing on delivering a high-quality, consistent, and scalable customer experience. You will manage and develop a team of associates, drive performance through clear metrics like CSAT and NPS, and ensure day-to-day operations run smoothly. The role combines hands-on leadership with strategic thinking, requiring you to balance team development, operational execution, and customer satisfaction. You will also play a key role in shaping and executing the CX strategy by identifying customer trends, improving processes, and elevating communication standards. Working closely with cross-functional teams, you’ll ensure customer insights are translated into meaningful product and experience improvements. This is a high-impact role with strong growth potential, offering the opportunity to scale a team and influence the overall customer journey. WHAT YOU’LL DO 1. Lead & Elevate the Customer Experience Team in the US * Lead the Customer Experience team in the US, setting the vision for how we deliver exceptional, consistent, and scalable customer interactions across all touchpoints * Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high-quality engagement and long-term growth * Build a strong, customer-first culture grounded in empathy, accountability, and continuous improvement 2. Support Customer Experience Performance & Operations * Track and monitor key CX metrics (CSAT, NPS, response quality), using insights to identify trends and highlight opportunities for improvement across the customer journey * Maintain visibility into day-to-day operations, ensuring strong coverage, timely responses, and a consistently high-quality customer experience * Identify recurring themes and friction points in customer interactions, and contribute to actionable improvements in processes, workflows, and experience delivery 3. Support Customer Insights & Experience Improvement * Surface customer insights and identify recurring themes to help refine CX processes, communication standards, and workflows * Contribute to initiatives that improve customer satisfaction, onboarding, retention, and overall lifecycle experience * Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision-making 4. Handle Escalations & Experience Design * Act as a point of escalation for more complex or sensitive technical issues, supporting the team in troubleshooting and resolution * Ensure issues are clearly documented and passed to the appropriate teams when needed, maintaining a structured and efficient escalation process * Continuously improve customer communication standards, ensuring clarity, consistency, and tone across all interactions 5. Support US CX Operations & Growth * Support hiring and onboarding for the US Customer Experience team, helping new team members ramp effectively and integrate into established ways of working * Contribute to improving processes, workflows, and documentation to enhance team efficiency, consistency, and scalability within US operations * Assist in evaluating and optimizing tools and systems that support team productivity and the overall customer experience     WHAT YOU’LL BRING TO THE TEAM 1. Leadership & Customer Experience Expertise * 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high-performing teams * Strong ability to balance strategic thinking with operational execution * Exceptional communication skills, with the ability to influence stakeholders and represent the customer at all levels of the organization 2. Operational & Strategic Excellence * Proven ability to define, measure, and improve CX performance through data-driven decision-making * Strong organizational skills, with experience managing multiple priorities, programs, and stakeholders simultaneously * Experience building and optimizing processes in fast-paced, scaling environments 3. Customer-Centric & Insight-Driven Mindset * Deep understanding of customer needs and behaviors, with the ability to identify patterns and drive meaningful improvements * Comfortable working with ambiguity and leading through change * Strong problem-solving skills with a focus on proactive, experience-driven solutions rather than reactive support 4. Tools & Systems * Experience with customer communication and collaboration tools such as Intercom, Slack, Notion, Jira, and Google Workspace * Familiarity with CX platforms, feedback tools, and CRM systems (intercom preferred) BENEFITS We’re offering a salary of $92,800 - $98,500, 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 USA 🇺🇸 1. 🏢 Flexible working – we typically spend 3 days a week together in the office. 2. 🏝️ 25 days holiday, plus bank holidays 3. 📱Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!) 4. 🧘 Headspace membership 5. 💸 Money every year to spend on gear, events and the gym! 6. 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme. 7. 💖Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress 8. 🥕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 chat with Josh, Talent Partner (20-minute video call) 2. Take Home Task and second round task interview with Sina (Head of Customer Experience) and Chris (UK Customer Experience Lead) (60 minutes video call) 3. Final round with Sina (Head of Customer Experience) and another CX team member (30 minute video call) Please let us know if there’s anything we can do to better accommodate you throughout the interview process - this can be from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process, so please speak to your Talent Partner!

ABOUT STRAVA Strava is the app for active people. With over 195 million athletes in more than 185 countries, it’s more than tracking workouts—it’s where people make progress together, from new habits to new personal bests. No matter your sport or how you track it, Strava’s got you covered. Find your crew, crush your goals, and make every effort count. Start your journey with Strava today. Our mission is simple: to motivate people to live their best active lives. We believe in the power of movement to connect and drive people forward. ABOUT THIS ROLE At Strava, the Foundation engineering team safeguards the infrastructure supporting the journeys of millions of athletes. We supply the secure tools, frameworks, and platforms that underpin every feature our athletes value. As a Senior Engineer on Foundation, you’ll shape and evolve Strava’s internal platform—empowering teams to move quickly and innovate boldly, crafting the developer experience for engineers across the company, building tools, partnering with teams, and enabling them to deliver features confidently and safely. We follow a flexible hybrid model that translates to more than half of your time on-site in our San Francisco office — three days per week. WHAT YOU’LL DO: As a Platform Engineer passionate about developer enablement, you will: * Develop and sustain shared platform tools, frameworks, and infrastructure to support fast, secure development across various languages and runtimes (e.g. Go, Python, Scala, Ruby, etc.). * Reduce friction and boost velocity in developer workflows using code generation, templating, deployment pipelines, and shared libraries. * Define, document, standardize, and enable guidelines for service platform usage and governance. * Evaluate, integrate, or build developer infrastructure tools, such as CI/CD, deployment automation, monitoring/alerting, and internal dashboards. * Mentor other engineers, provide guidance and support, help incorporate feedback from across the org, and foster a culture of shared ownership and collaboration. WHAT YOU’LL BRING TO THE TEAM: * Proven foundation in software engineering. Comfortable working with various programming languages (e.g. Go, Python, Scala, Ruby), or a readiness paired with the ability to learn rapidly. * Proven understanding of building, deploying, and operating distributed microservices in a containerized cloud environment (e.g. Kubernetes). * Experience designing, building, or maintaining developer tooling, shared libraries, or internal platform services. * An ownership approach, and an ability to drive projects end-to-end with minimal supervision. * Developer empathy and a platform mindset. You can identify with engineers and propose extensible solutions to the problems they are facing. SOME OF OUR TECHNICAL EXPECTATIONS: We're not looking for 100% coverage; if you match any of these qualifications, we'd love to hear from you: * Experience with observability tools (metrics, logging, tracing), telemetry pipelines, monitoring, and alerting infrastructure. * Prior experience working in a polyglot platform or migrating a monolithic or single-language platform to a multi-language ecosystem. * Experience writing and maintaining library code for microservice applications * Background in developer efficiency, build systems, CI/CD pipelines, or internal tooling. * Experience with deployment automation, cloud services, and platform operations. For more information on benefits, please click here. WHY JOIN US? Movement brings us together. At Strava, we’re building the world’s largest community of active people, helping them stay motivated and achieve their goals. Our global team is passionate about making movement fun, meaningful, and accessible to everyone. Whether you’re shaping the technology, growing our community, or driving innovation, your work at Strava makes an impact. When you join Strava, you’re not just joining a company—you’re joining a movement. If you’re ready to bring your energy, ideas, and drive, let’s build something incredible together. Strava builds software that makes the best part of our athletes’ days even better. Just as we’re deeply committed to unlocking their potential, we’re dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We’re backed by Sequoia Capital, TCV, Madrone Partners and Jackson Square Ventures, and we’re expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community. We are continuously striving to hire and engage teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together. Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. California Consumer Protection Act Applicant Notice