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 experience of our users. You will be responsible for ensuring that our customers receive exceptional support and engagement, helping to build a loyal community around our platform. Your efforts will directly impact user satisfaction and retention. What You'll Do: - You will develop and implement customer experience strategies to improve user satisfaction and engagement. - You will manage customer support channels, ensuring timely and effective resolution of inquiries and issues. - 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 initiatives with business goals. - You will lead and mentor a team of customer support specialists. - You will create and maintain customer service policies and procedures. - You will organize community events and initiatives to foster user engagement and loyalty. - You will monitor key performance indicators (KPIs) related to customer experience and report on progress. What You Bring: - 3+ years of experience in customer experience, customer success, or related roles. - Strong communication and interpersonal skills. - Proficiency with customer support software and CRM tools. - Analytical mindset with the ability to interpret data and make informed decisions. - Experience managing and mentoring teams. - Passion for running or fitness is a plus. Bonus Points If You Have: - Experience in the fitness or sports technology industry. - Knowledge of app-based customer engagement strategies. - Background in community management or event planning. - Familiarity with agile product development environments. What We Offer: - We offer a collaborative and inclusive work environment. - We offer opportunities for professional growth and development. - We offer competitive salary and benefits packages. - We offer flexible work hours and remote work options. - We offer the chance to be part of a mission-driven company making a real impact on runners worldwide. 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!