Runna

Compensation

Full Description

Job Title: Customer Experience Manager Company Overview: Runna is a dynamic and innovative company dedicated to revolutionizing the running experience for athletes of all levels. Based in Boston, we are committed to building the #1 training platform for runners, offering world-class coaching, training, and community support through our cutting-edge app. Our mission is to empower everyday runners to achieve their personal bests and enjoy their running journey. Role Overview: As a Customer Experience Manager at Runna, you will play a pivotal role in ensuring our users receive exceptional support and engagement throughout their training journey. You will be responsible for enhancing customer satisfaction, driving retention, and fostering a vibrant community that aligns with our mission to help runners excel. What You'll Do: - You will manage and improve the overall customer experience across multiple channels, including in-app support, email, and social media. - You will analyze customer feedback and data to identify trends and areas for improvement. - You will collaborate with product and marketing teams to implement customer-centric solutions. - You will develop and execute strategies to increase user engagement and retention. - You will lead a team of customer support specialists, providing coaching and development. - You will create and maintain comprehensive customer service documentation and training materials. - You will organize community events and initiatives to foster user interaction and loyalty. - You will monitor key performance indicators to measure the effectiveness of customer experience initiatives. What You Bring: - 3+ years of experience in customer experience or customer success management, preferably in a tech or app-based environment. - Strong analytical skills with the ability to interpret customer data and feedback. - Excellent communication and interpersonal skills to engage effectively with customers and internal teams. - Proven leadership experience managing and developing a customer support team. - Familiarity with CRM software and customer support tools. - Passion for running or fitness is a plus. Bonus Points If You Have: - Experience working in a startup or fast-paced tech environment. - Knowledge of the running or fitness industry. - Skills in community management and event planning. - Proficiency in data visualization tools. What We Offer: - We offer a collaborative and inclusive work environment that values innovation and growth. - We offer competitive salary and benefits packages. - We offer flexible working hours and remote work options. - We offer opportunities for professional development and career advancement. - We offer employee discounts on our app and running gear. Ready to Apply? Please submit your resume and a cover letter explaining why you are the perfect fit for the Customer Experience Manager role at Runna. We look forward to running this journey with you!