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 best, whether they're improving their 5k time or training for their first marathon. Role Overview: As a Customer Experience Manager at Runna, you will play a pivotal role in shaping the overall experience of our users. You will be responsible for ensuring that every runner who interacts with our platform receives exceptional support and guidance, fostering a loyal and engaged community. Your work will directly impact customer satisfaction and retention, helping us grow and maintain our position as the leading running training platform. What You'll Do: - You will manage and enhance the customer support process to ensure timely and effective resolution of user inquiries. - You will analyze customer feedback and data to identify trends and areas for improvement. - You will collaborate with product and marketing teams to align customer experience strategies with business goals. - You will develop and implement customer engagement initiatives to increase user satisfaction and retention. - You will lead a team of customer support specialists, providing coaching and development opportunities. - You will create and maintain comprehensive documentation and resources for customer support. - You will monitor key performance indicators (KPIs) related to customer experience and report on progress. - You will advocate for the customer within the company, ensuring their needs are prioritized in decision-making. What You Bring: - 5+ years of experience in customer experience, customer success, or related roles. - Strong understanding of customer support tools and CRM systems. - Excellent communication and interpersonal skills. - Proven ability to lead and develop a team. - Analytical mindset with experience using data to drive decisions. - Passion for running or fitness is a plus. Bonus Points If You Have: - Experience working in a tech startup or app-based company. - Knowledge of the running or fitness industry. - Familiarity with community management and engagement strategies. - Experience with project management tools and methodologies. What We Offer: - We offer a collaborative and inclusive work environment where your ideas matter. - We offer competitive salary and benefits packages. - We offer opportunities for professional growth and development. - We offer flexible work hours and remote work options. - We offer a supportive culture that values work-life balance. 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 hearing from you!