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 fitness journey. Role Overview: As a Customer Experience Manager at Runna, you will play a pivotal role in enhancing the overall satisfaction and engagement of our users. You will lead initiatives to improve customer interactions, gather valuable feedback, and ensure that our community feels supported and motivated throughout their running journey. What You'll Do: - You will develop and implement customer experience strategies that align with Runna’s mission and goals. - You will manage customer support channels, ensuring timely and effective resolution of user inquiries and issues. - You will analyze customer feedback and data to identify trends and areas for improvement. - You will collaborate with product, marketing, and coaching teams to enhance the app’s features and user engagement. - You will create and maintain a knowledge base and resources to empower users and support staff. - You will organize community events and initiatives to foster a strong, supportive running community. - You will monitor key performance indicators related to customer satisfaction and retention. - You will train and mentor customer support representatives to deliver exceptional service. What You Bring: - 3+ years of experience in customer experience management or related roles. - Strong understanding of customer service principles and best practices. - Excellent communication and interpersonal skills. - Proficiency with customer support software and CRM tools. - Analytical mindset with the ability to interpret data and make informed decisions. - Passion for running or fitness is highly desirable. Bonus Points If You Have: - Experience working in a tech startup or app-based company. - Background in sports, fitness, or wellness industries. - Knowledge of community management and engagement strategies. - Familiarity with agile product development processes. 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 the chance to be part of a passionate team dedicated to making a positive impact on runners worldwide. Ready to Apply? Please submit your resume and a cover letter explaining why you’re the perfect fit for the Customer Experience Manager role at Runna. We look forward to hearing from you!