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Lead the growth of world-leading training platform Runna, part of Strava, as a Customer Experience Team Lead.
Overview
Salary
£92800 - £98500
Location
Denver, CO, USA
Expires
Expires at anytime
Organisation summary
Runna, now part of Strava, is a globally recognized training platform for runners, recently celebrated as an Apple iPhone app of the year finalist. As a recently acquired division of Strava, Runna is set for explosive growth in line with significant new funding and industry recognition.
Role Summary
- Manage and develop the General Support Customer Experience team.
- Drive performance metrics including CSAT and NPS.
- Ensure smooth daily operations.
- Play a crucial role in developing customer experience strategy.
Role Requirements
- Minimum 3 years of experience in customer experience or support leadership roles.
- A proven track record in managing and scaling high-performing teams.
- Exceptional communication skills and strategic thinking ability.
- Familiarity with customer communication tools like Intercom, Slack, Notion, Jira, and Google Workspace.
Application Process Details
- Initial discussion, followed by a take-home task.
- Final round comprises video call interviews.
At Runna, now part of Strava, we are dedicated to becoming the leading training platform for runners globally. We have recently secured significant funding and recognition, including a finalist position for the iPhone app of the year by Apple. With our acquisition by Strava, we are poised for rapid growth and are assembling a talented team to achieve our ambitious goals.
The role: As the Customer Experience Team Lead in the US, you will lead the General Support Customer Experience team. Your responsibilities include managing and developing a team of associates, driving performance metrics like CSAT and NPS, and ensuring smooth daily operations. You will also play a crucial role in shaping our customer experience strategy by identifying trends, improving processes, and enhancing communication standards.
Job requirements: We are looking for a leader with at least 3 years of experience in customer experience, customer success, or support leadership roles. You should have a proven track record of managing and scaling high-performing teams, exceptional communication skills, and the ability to balance strategic thinking with operational execution. Familiarity with customer communication tools such as Intercom, Slack, Notion, Jira, and Google Workspace is preferred.
Benefits: We offer a competitive salary range of $92,800 to $98,500, plus equity. Benefits include flexible working arrangements, 25 days of holiday plus bank holidays, free subscriptions, a Headspace membership, annual allowances for gear and gym, comprehensive health insurance, and fertility support among others.
Applications details: Our interview process includes an introductory chat, a take-home task, and video call interviews. We strive to accommodate all candidates throughout the process to ensure you can present your best self.
