Customer Experience Full-Time, Sydney, Australia

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 and in November 2023 closed a new $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. We want to grow as fast as we can into the future and are looking for individuals who will help us get there. For more about our background and growth check out our Careers Page!

We’re now looking ahead to the future and the people who want to help us build and scale Runna. Our aim is to reach millions of subscribers in the next 5 years and be the go-to training platform for any runner. Now is a magical time to join, we're still small, and everyone makes a foundational difference.

What you’ll be doing

The role will include:

• Customer Support on Intercom: Responding promptly to customer inquiries via our in-app customer experience platform to a world-class standard; helping our customers get the best possible experience from the Runna App and ultimately helping them to achieve their running goals and love their training along the way! We want to provide the best Customer Support in the Health & Fitness Industry 🚀
• Supporting your colleagues via our escalation Channels in Slack: You’ll be up-skilled to provide escalation support to our frontline teams over the weekend when we require your technical expertise to solve our Customers problems!
• Creating Help-Centre Content: We’ll also need your help creating help-centre articles for our Customers! If you have a particular interest in track & field, or have experience running a particular Marathon, we’d love your support in creating Race Day Articles for our Community. We’ll be educating them on where to pick up their Race Day Pack, what transport to take to the start time, and how to have the best possible experience possible with us!

Requirements

What we’re looking for:

We are seeking 2x enthusiastic individuals to join our Customer Experience Team to provide industry leading support to our Community from Sydney, Australia! As a 24/7 organisation, you’ll play a pivotal role in ensuring that our overnight support is the best in the world. You’ll be helping us build a small, but efficient team, resolving customer queries and making sure they get the most out of Runna! We’re looking for someone with passion, charisma and a genuine desire to help make running accessible for all. The ideal candidate has a passion for fitness and has experience in a customer facing roles. We love people who lead with empathy and understand how our app works! If you’re a Runna member, that’s an added bonus! We’re also looking for someone with excellent communication skills who can work effectively in a small, but growing team.

• You’re based in Sydney, Australia!
• You have the right to work in Australia
• You’re able to work full-time: Sunday>Thursday or Tuesday > Saturday to cover 1 weekend day! Weekends are when our customers need us the most!
• Working on a 9-6pm or 8-5pm shift pattern, with some degree of flexibility based on your schedule!
• Previous experience in a customer-facing Role
• Highly organised and efficient
• Flawless written communication skills speaking to Customers in an online capacity
• Personable & Empathetic are characteristics you live by
• An eye for detail: You’re vocal as to how we can make our customer’s experience even better.
• You love all things fitness! You don’t have to be a runner, but understanding the terminology and the industry is super important for us.
• You’re happy to work 2-3 days a week alongside our team from a co-working space or cafe!

Benefits

We offer a starting salary of $60,000-$65,000 AUD ****based on experience

We'll be growing our package of benefits over time. We currently offer:

• Salary reviews every 6 months or whenever we raise more investment
• 25 days of holiday plus bank holidays
• A workplace pension scheme where if you pay 5% we pay 3%
• A brand new MacBook, a running watch of your choice, and anything else you need to do your best work
• Private health insurance (that covers pre-existing conditions and mental health support 🎗️)
• Enhanced family care policy (3 months fully paid leave when a new Runna joins the family, fertility support & other benefits)
• An hour slot each week (during work time) to do a Runna workout and bi-weekly lunch!

Application process

Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:

1. Apply below!
   A) 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 ❤️
   
2. Chat with Sam & Laura (30 Hiring Manager Video Call)
3. Technical Take Home Task (60 Minutes video call with Sam & George)
4. Cultural Interview (25 minutes with Chris and Iris)
5. In-person coffee & catch-up w/ Sam
   

Once the process is finished, we’ll do our absolute best to get back to you in good time! Please note that due to the volume of requests we receive it might take longer than expected to do this.