Technical Support Associate

We are excited to invite you to join Runna, a rapidly growing company dedicated to building the #1 training platform for runners. Our mission is to help everyday runners become outstanding by providing an innovative app that offers world-class training, coaching, and community support for all levels, whether you're aiming to improve your 5k time or training for your first marathon.

In November 2023, we successfully closed a $6.5 million funding round led by JamJar, with participation from Eka Ventures, Venrex, and Creator Ventures. Our achievements include being selected by Apple as one of three global finalists for the 2024 iPhone App of the Year, highlighting the impact and innovation of our platform. In 2025, we were acquired by Strava, which accelerates our growth and ambition to become the leading global training platform for millions of runners.

Our team is passionate and purpose-driven, and we are looking for individuals who want to build something meaningful with lasting impact. This is a fantastic opportunity to be part of a company at a pivotal moment of growth and innovation.

The Role: As a Technical Support Associate, you will be the first point of contact for Runna users experiencing technical issues or questions about the app. Your primary responsibility will be to respond to user conversations via our in-app support platform, Intercom, providing fast, professional, and friendly assistance. You will guide users through troubleshooting steps, help them explore app features, set up integrations, and resolve technical problems to ensure a smooth and enjoyable experience.

While this role does not involve coding or debugging, your problem-solving skills will be essential in escalating complex issues to the appropriate teams and sharing user feedback to improve the app. You will also support colleagues by providing technical expertise and guidance through escalation channels, working closely with the Product and Tech teams to address challenges.

Job Requirements: Candidates should have experience in a customer-facing role such as customer support or technical assistance, with strong written and verbal communication skills. Attention to detail and organizational skills are vital, as well as a proactive attitude towards identifying improvements to enhance user experience. Familiarity with tools like Intercom, Jira, Slack, Notion, and Google Workspace is a plus. Basic coding knowledge is helpful but not essential.

You should be based in or near London and have the right to work in the UK. The role requires full-time availability with regular weekend shifts (Sunday to Thursday or Tuesday to Saturday) and a shift pattern from 9 AM to 6 PM, with some flexibility.

Benefits: We offer a competitive salary of £30,000 - £32,000 annually, depending on experience, along with participation in Strava’s stock incentive programs. Our benefits include flexible working arrangements, 25 days of holiday plus bank holidays, a Runna subscription for you and five friends, a Strava membership, Headspace mental wellness membership, annual gear and event vouchers, private health insurance with Bupa, a workplace pension scheme, and access to Modern Health for mental well-being support. We also provide inclusive fertility and family-forming benefits through Carrot.

Application Process: Our interview process is designed to be straightforward and engaging, including an introductory video call, a take-home task, an interview with the Tech Support Lead and Manager, and a final visit to our London office. To apply, please submit your application through our Workable career hub.

Join us at Runna during this exciting growth phase and help us build a supportive, innovative community for runners worldwide!