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 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 by responding promptly to inquiries and resolving issues efficiently. - You will develop and implement strategies to increase user engagement and retention within the app. - You will collaborate with product and marketing teams to relay customer feedback and drive continuous improvement. - You will oversee community-building initiatives to foster a supportive and motivating environment for runners. - You will analyze customer data and feedback to identify trends and opportunities for service enhancement. - You will train and lead a small team of customer support specialists to maintain high service standards. - You will create and maintain comprehensive documentation and FAQs to assist users. - You will monitor key performance indicators related to customer satisfaction and report findings to senior management. What You Bring: - You have 3+ years of experience in customer experience management or a related field. - You possess strong communication and interpersonal skills, with a passion for customer service. - You are proficient in CRM software and data analysis tools. - You have experience leading teams and managing customer support operations. - You demonstrate problem-solving skills and the ability to work collaboratively across departments. Bonus Points If You Have: - Experience in the fitness, health, or sports technology industry. - Knowledge of running culture and training methodologies. - Familiarity with app-based customer engagement platforms. - Background in community management or social media engagement. What We Offer: - We offer a vibrant and inclusive work environment focused on innovation and personal growth. - We offer competitive salary and benefits packages, including health insurance and retirement plans. - We offer flexible working hours and remote work options. - We offer opportunities for professional development and career advancement. - 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 detailing your experience and why you are excited to join Runna to careers@runna.com. We look forward to hearing from you!