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. 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 running journey. You will be responsible for enhancing customer satisfaction, driving retention, and fostering a vibrant community of runners. What You'll Do: - You will manage and improve the overall customer experience by addressing user feedback and resolving issues promptly. - You will collaborate with product and marketing teams to align customer insights with platform enhancements. - You will develop and implement strategies to increase user engagement and retention. - You will lead customer support initiatives, including training and managing support staff. - You will analyze customer data to identify trends and opportunities for service improvement. - You will create and maintain comprehensive documentation and resources for users. - You will organize community events and initiatives to strengthen user connections. - You will monitor and report on key customer experience metrics to senior leadership. What You Bring: - 3+ years of experience in customer experience, customer success, or related roles. - Strong communication and interpersonal skills with a passion for customer advocacy. - Proficiency in CRM software and customer support tools. - Analytical mindset with experience in data-driven decision making. - Ability to manage multiple projects and lead cross-functional teams. Bonus Points If You Have: - Experience in the fitness or sports technology industry. - Background in community management or event planning. - Knowledge of running culture and training methodologies. - Familiarity with app-based platforms and mobile user experience. What We Offer: - We offer a collaborative and inclusive work environment focused on innovation. - We offer opportunities for professional growth and development. - We offer competitive salary and comprehensive benefits package. - We offer flexible work arrangements to support work-life balance. - We offer the chance to be part of a passionate team making a real impact in the running community. Ready to Apply? Please submit your resume and a cover letter detailing your experience and passion for customer experience to careers@runna.com. We look forward to hearing from you!