Customer Experience Senior Associate

Senior Customer Experience Associate

Responsibilities

• Provide exceptional frontline support to the Runna community via Intercom, managing a high volume of customer conversations with empathy and accuracy.
• Troubleshoot app and subscription related queries, including syncing issues with Strava, wearable devices, and training plan explanations.
• Investigate and resolve complex cases, collaborating cross‑functionally and communicating updates clearly to customers.
• Create, maintain, and improve customer‑facing resources such as Help Centre articles, standard responses, and troubleshooting guides.
• Identify recurring themes and advocate for product and process improvements that enhance the overall customer experience.
• Help improve internal support processes and knowledge management, documenting trends, updating outdated resources, and identifying efficiency opportunities.
• Support Runna community...