Customer Support - Technical (Boston)

We're putting together a talented team to build the #1 training platform for Runners

We help everyday runners become outstanding by providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. To date we have built iOS, Android and Apple watch apps that help people achieve their goals by coaching them through the full journey and syncing to their favourite fitness devices.

We’re growing extremely fast! in November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the 2024 iPhone App of the Year, reflecting the innovation and impact of what we’ve built & now in 2025 we have just been acquired by Strava! 🤯 🎉

We want to grow as fast as we can into the future and are looking for individuals who will help us get there. Our aim is to reach millions of subscribers and be the go-to training platform for any runner. Now is a magical time to join and with our recent acquisition it makes the journey even more exciting! 🚀

In the Technical Support team at Runna, we handle the more technical questions and help troubleshoot app issues. Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team. This frees up the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs!

You’ll be the first point of contact for Runna’s:

• You’ll help Runna’s who have questions or run into technical issues with the app. You’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experience.
• This role doesn’t involve coding or debugging code, but you’ll still play a key part in resolving issues by guiding users and passing anything complex to the right team.

Providing Technical Support via Intercom:

• Deliver fast, professional technical support through our in-app platform, maintaining a world-class standard of service.
• Guide users to get the most out of the Runna App, helping them reach their running goals while building enthusiasm for training.
• Set the benchmark for customer support excellence in the fitness industry. 🚀

Supporting Colleagues via Escalation Channels:

• Provide technical expertise and support to frontline teams when issues need escalation.
• Communicate with Product and Tech teams to solve challenges effectively.

This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences. As a key member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community! The ideal candidate likes getting stuck into complicated problems and understanding how to solve them.

Key Attributes:

• Customer-Focused Experience:
• Experience in a customer-facing role such as customer support or technical assistance.
• Strong written and verbal communication skills for effective online user interactions and internal teams.
• Organisational Skills:
• Strong attention to detail with the ability to manage multiple tasks efficiently.
• Proactive in identifying and suggesting improvements to enhance user experience.
• Problem-Solving Mindset:
• Ability to solve complex problems and create user-focused solutions.
• Self-motivated to research and test solutions within the app.
• Software knowledge:
• Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus.
• Basic coding knowledge is helpful but not essential.
• Passion for Fitness and Running:
• Enthusiasm for fitness and health—running experience is a plus but not required.

• You have the right to work in the US

• You can come into our Boston office at least 2x a week (Harvard Square)
• You can work Full-Time with regular weekend shifts (i.e. Sunday > Thursday or Tuesday > Saturday)
• You agree to work a 9 AM - 5:30 PM shift pattern (with some degree of flexibility)

We aim to keep the interview process as straightforward and enjoyable as possible. It will consist of the following stages:

Once the process is finished, we promise to let you know our decision as soon as possible.

We offer an hourly rate of $27.50–$30 (based on experience), along with generous equity.

We'll be growing our package of benefits over time - read details here: Benefits at Runna

Overview of our benefits:

• Flexible working (we typically work 2-3 days in our office in Harvard Square)
• Salary reviews every 6 months
• 22 days of holiday plus bank holidays
• Time to go running (we run as a team every Wednesday and you’ll have time to do a Runna workout for an hour every week during work time)
• A workplace pension scheme
• A brand new Macbook, a running watch of your choice, and anything else you need to do your best work
• Enhanced family care policy (3 months fully paid leave when a new Runna joins the family, fertility support & other benefits)
• 401k - Available to add team members from 3 Months of Service. 100% up to 1%, 50% of next 5% (6% for 3.5%). Pretax and Roth Contributions Allowed. Immediate vesting.
• Healthcare 100% Company Paid cover for team members (zero excess) with the option to add on any dependents at your discretion.
  

Please let us know if there’s anything we can do to better accommodate you throughout the interview process - this can be from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process ❤️

Still have questions? Check out our Careers Page and FAQ.