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 managing customer interactions, improving satisfaction, and fostering a vibrant community that aligns with our brand values and growth objectives. What You'll Do: - You will manage and enhance the overall customer experience across multiple channels, including email, chat, 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 maintain customer support processes and documentation. - You will lead initiatives to increase user engagement and retention. - You will train and mentor customer support staff to ensure high-quality service. - You will handle escalated customer issues with professionalism and empathy. - You will contribute to building a positive and inclusive community for Runna users. What You Bring: - 3+ years of experience in customer experience or customer success roles, preferably in tech or app-based companies. - Strong communication and interpersonal skills with a customer-first mindset. - Proficiency in customer support tools such as Zendesk, Intercom, or similar platforms. - Analytical skills to interpret customer data and feedback effectively. - Ability to manage multiple projects and priorities in a fast-paced environment. Bonus Points If You Have: - Experience in the fitness, health, or sports technology industry. - Knowledge of running or endurance sports. - Experience with community management and social media engagement. - Familiarity with product management or marketing collaboration. What We Offer: - We offer a vibrant and inclusive work environment with a passionate team. - We offer opportunities for professional growth and development. - We offer competitive salary and comprehensive benefits. - We offer flexible work arrangements to support work-life balance. - We offer the chance to be part of a mission-driven company making a real impact. 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!