Technical Customer Support Associate (Denver)

Runna

We're putting together a talented team to build the #1 training platform for Runners We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. 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 iPhone app of the year, reflecting the innovation and impact of what we’ve built & in 2025 we were acquired by Strava! Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join. 🚀 WHAT YOU’LL BE DOING DELIVERING WORLD-CLASS CUSTOMER SUPPORT You’ll provide exceptional frontline support to our community through Intercom, helping users get the most out of the Runna app and their training experience. You’ll confidently manage a high volume of customer conversations while maintaining a consistently high standard of empathy, accuracy, and response quality. You’ll take ownership of more complex cases, and contribute to support operations improvements. We want to provide the best Customer Support in the Health & Fitness Industry and want to find ambitious individuals who want to help us take that next step SUPPORTING COMPLEX ESCALATIONS You’ll troubleshoot a range of app and subscription related queries — from syncing issues with Strava and wearable devices to helping users better understand their training plans and Subscriptions. You’ll investigate issues thoroughly, collaborate cross-functionally with other teams, and communicate updates clearly back to customers. You’ll also help identify recurring themes, surface user feedback, and advocate for improvements that enhance the overall customer experience. CREATING & MAINTAINING HELP CENTRE CONTENT You’ll help create, maintain, and improve customer-facing resources including Help Centre articles, standard responses, troubleshooting guides, and educational content. Using insights from customer conversations, you’ll proactively identify knowledge gaps and help create scalable resources that improve self-service support and reduce friction for users. CONTRIBUTING TO OPERATIONAL EXCELLENCE You’ll help improve internal support processes and knowledge management by documenting emerging trends, updating outdated resources, and identifying opportunities for efficiency gains. You’ll bring a proactive, solutions-oriented mindset and contribute ideas that help the team scale effectively as our community continues to grow. SUPPORTING THE RUNNA COMMUNITY AT EVENTS Where possible, you’ll have opportunities to support Runna events including shakeout runs, ambassador meetups, and running conferences. We believe our Customer Experience team should stay closely connected to the community we support, both online and in person.   We follow a flexible hybrid model that translates to more than half of your time on-site – 3 days per week in Runna's office based in Denver, CO. WHAT YOU’LL BRING TO THE TEAM We’re looking for an experienced Customer Experience Senior Associate to join our US Customer Experience team in Denver, working Tuesday–Saturday, 9am–6pm. You’re someone who thrives in a fast-paced support environment, enjoys solving problems, and genuinely cares about helping customers succeed. You combine strong technical troubleshooting skills with empathy, excellent communication, and a proactive mindset. WE’D LOVE TO SEE: * 2–3 years of experience in an online customer support or technical support role, ideally within a consumer app, subscription, or SaaS environment * Experience using platforms such as Intercom, Zendesk, Jira, or similar customer support and ticketing tools * Exceptional written communication skills with strong attention to detail and the ability to adapt tone appropriately * Confidence troubleshooting technical issues across mobile apps, integrations, wearable devices, and fitness platforms * Strong problem-solving skills with the ability to investigate issues independently and collaborate cross-functionally when needed * A proactive mindset with a focus on continuous improvement, operational efficiency, and knowledge sharing * Excellent organisation and time management skills, with the ability to balance quality and productivity metrics such as CSAT and ticket volumes * A growth mindset, strong judgment, and a “make it happen” attitude toward problem solving and team contribution BENEFITS We’re offering a salary of $68,000 - $72,000, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below: We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the USA 🇺🇸 1. 🏢 Flexible working – we typically spend 3 days a week together in the office. 2. 🏝️ 25 days holiday, plus bank holidays 3. 📱Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!) 4. 🧘 Headspace membership 5. 💸 Money every year to spend on gear, events and the gym! 6. 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme. 7. 💖Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress 8. 🥕Carrot fertility support - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process. Please see more info on our amazing benefits here: Benefits at Runna OUR INTERVIEW PROCESS Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages: 1. Introductory chat with Josh, Talent Partner (20-minute video call) 2. Take Home Task and second round task interview with Sina (Head of Customer Experience) and Chris (UK Customer Experience Lead) (60 minutes video call) 3. Final round with Sina (Head of Customer Experience) and another CX team member (30 minute video call) 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, so please speak to your Talent Partner!

Runna

We're putting together a talented team to build the #1 training platform for Runners We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. 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 iPhone app of the year, reflecting the innovation and impact of what we’ve built & in 2025 we were acquired by Strava! Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join. 🚀 ABOUT THIS ROLE This role leads the US Customer Experience team within General Support, focusing on delivering a high-quality, consistent, and scalable customer experience. You will manage and develop a team of associates, drive performance through clear metrics like CSAT and NPS, and ensure day-to-day operations run smoothly. The role combines hands-on leadership with strategic thinking, requiring you to balance team development, operational execution, and customer satisfaction. You will also play a key role in shaping and executing the CX strategy by identifying customer trends, improving processes, and elevating communication standards. Working closely with cross-functional teams, you’ll ensure customer insights are translated into meaningful product and experience improvements. This is a high-impact role with strong growth potential, offering the opportunity to scale a team and influence the overall customer journey. WHAT YOU’LL DO 1. Lead & Elevate the Customer Experience Team in the US * Lead the Customer Experience team in the US, setting the vision for how we deliver exceptional, consistent, and scalable customer interactions across all touchpoints * Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high-quality engagement and long-term growth * Build a strong, customer-first culture grounded in empathy, accountability, and continuous improvement 2. Support Customer Experience Performance & Operations * Track and monitor key CX metrics (CSAT, NPS, response quality), using insights to identify trends and highlight opportunities for improvement across the customer journey * Maintain visibility into day-to-day operations, ensuring strong coverage, timely responses, and a consistently high-quality customer experience * Identify recurring themes and friction points in customer interactions, and contribute to actionable improvements in processes, workflows, and experience delivery 3. Support Customer Insights & Experience Improvement * Surface customer insights and identify recurring themes to help refine CX processes, communication standards, and workflows * Contribute to initiatives that improve customer satisfaction, onboarding, retention, and overall lifecycle experience * Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision-making 4. Handle Escalations & Experience Design * Act as a point of escalation for more complex or sensitive technical issues, supporting the team in troubleshooting and resolution * Ensure issues are clearly documented and passed to the appropriate teams when needed, maintaining a structured and efficient escalation process * Continuously improve customer communication standards, ensuring clarity, consistency, and tone across all interactions 5. Support US CX Operations & Growth * Support hiring and onboarding for the US Customer Experience team, helping new team members ramp effectively and integrate into established ways of working * Contribute to improving processes, workflows, and documentation to enhance team efficiency, consistency, and scalability within US operations * Assist in evaluating and optimizing tools and systems that support team productivity and the overall customer experience     WHAT YOU’LL BRING TO THE TEAM 1. Leadership & Customer Experience Expertise * 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high-performing teams * Strong ability to balance strategic thinking with operational execution * Exceptional communication skills, with the ability to influence stakeholders and represent the customer at all levels of the organization 2. Operational & Strategic Excellence * Proven ability to define, measure, and improve CX performance through data-driven decision-making * Strong organizational skills, with experience managing multiple priorities, programs, and stakeholders simultaneously * Experience building and optimizing processes in fast-paced, scaling environments 3. Customer-Centric & Insight-Driven Mindset * Deep understanding of customer needs and behaviors, with the ability to identify patterns and drive meaningful improvements * Comfortable working with ambiguity and leading through change * Strong problem-solving skills with a focus on proactive, experience-driven solutions rather than reactive support 4. Tools & Systems * Experience with customer communication and collaboration tools such as Intercom, Slack, Notion, Jira, and Google Workspace * Familiarity with CX platforms, feedback tools, and CRM systems (intercom preferred) BENEFITS We’re offering a salary of $92,800 - $98,500, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below: We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the USA 🇺🇸 1. 🏢 Flexible working – we typically spend 3 days a week together in the office. 2. 🏝️ 25 days holiday, plus bank holidays 3. 📱Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!) 4. 🧘 Headspace membership 5. 💸 Money every year to spend on gear, events and the gym! 6. 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme. 7. 💖Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress 8. 🥕Carrot fertility support - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process. Please see more info on our amazing benefits here: Benefits at Runna OUR INTERVIEW PROCESS Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages: 1. Introductory chat with Josh, Talent Partner (20-minute video call) 2. Take Home Task and second round task interview with Sina (Head of Customer Experience) and Chris (UK Customer Experience Lead) (60 minutes video call) 3. Final round with Sina (Head of Customer Experience) and another CX team member (30 minute video call) 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, so please speak to your Talent Partner!

Contentful

ABOUT THE OPPORTUNITY  Contentful Solution Architects are trusted advisors to technologists, developers, content creators, and product teams. As an Associate Solution Architect, you’ll partner with international customers and digital agencies post-sale—helping visionary brands turn ideas into scalable digital experiences. This is a customer-facing consulting role, not a software development position. We’re seeking consultants who guide commercial and mid-market customers through implementations and optimization, not engineers focused on hands-on development of production code. You’ll provide technical guidance, subject matter expertise, and strategic consultation to ensure projects succeed. This includes leading technical and editorial training, facilitating collaborative workshops, leading public office hours with Customers and Solution Partners, and guiding teams through basic architecture definition and design. Occasional travel (up to 25%) may be required for on-site engagements. Beyond direct customer impact, you’ll bring back insights that shape Contentful itself. Your first-hand knowledge of how organizations use our platform will provide real-world context to our Product Management and Engineering teams, influencing product direction and ensuring we build with customer needs in mind. WHAT TO EXPECT? * Create and deliver technical enablement on product platform features to customers, as well as provide consultative advice & recommendations on specific implementation use cases. * Identify and propose solution designs for complex business problems based on customer discovery, leveraging support and guidance from senior team members as needed. * Keep abreast of Contentful product developments and synthesize these into best practices, workshops & enablement materials for our customers. * Create prototypes or code examples to facilitate customer onboarding and to support projects. * Maintain a foundational understanding of Contentful-related technologies and stay up to date with industry trends. * Continuously seek, synthesize, and communicate customer product feedback to our Product Management, Engineering, and Marketing teams. * Support engagement managers on quoting and scoping of SOWs. * Partner with Sales, Customer Success Managers, and Solution Engineers to ensure a successful customer experience with Contentful. * Continuously improve your professional skills through activities such as training, reading, and seeking mentorship. Within Contentful, you’ll collaborate closely with Technical Project Managers on customer implementations and partner cross-functionally with CSMs, Account Executives, Support, and Solution Engineers to ensure customer success. You’ll be responsible for identifying and managing risks, and for adapting in real time to help customers overcome obstacles. Your customer-facing experience will enable you to refine best practices and deliver opinionated, experience-based guidance. Beyond direct engagements, you’ll have opportunities to contribute to Contentful’s thought leadership—whether through Voice of the Customer sessions with Product, writing blogs, leading workshops, or speaking at Contentful and industry events. WHAT YOU NEED TO BE SUCCESSFUL * Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience. * 1–3 years in a Solutions/Technical role (such as Solution Architect, Technical Consultant, Implementation Consultant, or Developer in a customer-facing context). * Consulting experience is preferred; candidates should be comfortable participating in technical discussions with both technical and non-technical stakeholders. * Strong presentation, interpersonal, and facilitation skills—able to engage technical and non-technical audiences and contribute to discovery sessions and decision-making. * Well-organized, with the ability to manage multiple concurrent projects, meet deadlines, and thrive in a fast-paced environment. * Experience working with modern API-first, content management systems (such as Contentful, Contentstack, Sanity); exposure or awareness of legacy CMSs (such as Drupal, AEM, Sitecore) is a plus. * Foundational understanding of composable/MACH principles, headless CMS architecture, and best practices for building content-driven applications, with a willingness to deepen expertise on the job. * Passionate about well-structured content; understands the basics of content modeling and can explain why structure and reuse are important to both business and technical teams and how they work day to day. * Developer-level skills in JavaScript, ideally including experience with a modern front-end framework and/or Node.js; familiarity with other programming languages (such as Java, Python, .NET, PHP) is a plus. * Some hands-on experience with modern web technologies, such as React/Next.js or similar front-end frameworks, and working with REST and/or GraphQL APIs. * Familiarity with common web rendering approaches (server-side, client-side, static site generation) and modern frameworks (such as Next.js, Nuxt.js, Remix, Astro), or a strong interest in learning them. * Experience creating and delivering in-person and/or virtual workshops, training, or educational content is a plus. WHAT’S IN IT FOR YOU? * Join an ambitious tech company reshaping the way people build digital experiences. * Full-time employees receive Stock Options for the opportunity to share in the success of our company. * Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.  * Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family. * We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss,  education days, and volunteer days. * Company paid parental leave to care for and focus on your growing family. * Use your personal annual education budget to improve your skills and grow in your career. * Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties. * An annual wellbeing stipend to care for your physical, financial, or emotional health. * A monthly communication stipend and phone hardware upgrade reimbursement. * New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best. This position is not eligible for visa sponsorship. Applicants must be authorized to work without the need for visa sponsorship by the start date of employment. Accepting applications until June 19th, 2026.  This role will need to be conducted in a state in which we are currently registered to do business. New York Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of New York if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example. This position is eligible for equity awards, annual bonuses, short- and long-term incentives, and program-specific awards, where applicable, in accordance with the terms of Contentful’s variable compensation plans. OTE (includes base+commission): $102,000—$138,000 USD WHO ARE WE? Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide. EVERYONE IS WELCOME HERE! “Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us! If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know. Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have. By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.