Customer Experience Team Lead

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 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! 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 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. This role requires you to work a weekend day (i.e. Tuesday > Saturday). We follow a flexible hybrid model that translates to more than half of your time on-site – 3 days per week in office based in Denver, CO. WHAT YOU’LL DO: 1. You’ll be the first point of contact for Runna’s * 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. 2. 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. 🚀 3. 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. WHAT YOU’LL BRING TO THE TEAM: 1. 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. 2. Organisational Skills * Strong attention to detail with the ability to manage multiple tasks efficiently. * Proactive in identifying and suggesting improvements to enhance user experience. 3. Problem-Solving Mindset * Ability to solve complex problems and create user-focused solutions. * Self-motivated to research and test solutions within the app. 4. 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. BENEFITS: Overview of our benefits are 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 🇺🇸 * 🏢 Flexible working – we typically spend 3 days a week together in the office. * 🏝️ 25 days holiday, plus bank holidays (which you can take whenever suits you) * 📱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!) * 🧘 Headspace membership * 💸 Money every year to spend on gear, events and the gym! * 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme. * 💖Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress * 🥕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. 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 (~60 minutes) then a Technical Interview with Iris (Tech Support Team Lead) and Sam (Tech Support Associate Team Lead) (60 minutes video call) 3. Final Interview with James (Tech Support Specialist) and another Technical Support 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. 🚀 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!

Soho House

Concierge Manager The Role.. Lead a team of up to 12 Concierge Responders delivering a highly personalised, intuitive, desk-based concierge service to a cohort of premium members globally. This is a working manager role: alongside leading the team, you will also work on the front line, building meaningful, long term relationships with Soho House’s most engaged, high-spending and high-profile members. In this capacity you will work across multiple functions to ensure every member experiences a seamless, joined-up service. Key Responsibilities Hands-on Concierge Delivery * Take regular shifts handling member bookings, reservations and special requests to the same standard expected of the team. * Deliver a highly personalised, welcoming and intuitive experience for all relevant members, via private WhatsApp and to agreed SLAs. * Act as a knowledgeable point of contact for all Houses, facilities and events globally. * Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail. * Anticipate member needs and preferences, offering thoughtful suggestions before they are requested. Cross and upselling where appropriate. * Build genuine relationships with members, recognising and remembering individual preferences. * Handle sensitive or difficult requests with discretion, professionalism, and sound judgement. * Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints. * Resolve any issues calmy and efficiently, ensuring members feel heard and are looked after to minimise complaint escalations. * Act as an ambassador for the Soho One service, ensuring all interactions reflect the values and standards of the offering. * Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences. * Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to department leadership. * Stay close to the day-to-day reality of the service so coaching, process changes and feedback to leadership are grounded in first-hand experience. Team Leadership & Development * Lead, motivate and develop a team scaling up to 12 Concierge Responders, fostering a culture of professionalism in a peraonal context. * Act as the senior escalation point for complex requests or complaints, resolving them with discretion, professionalism and sound judgement. * Manage rotas, shift coverage and capacity planning to ensure SLAs are met across time zones, 7 days a week. * Run regular 1:1s, performance reviews and ongoing coaching, with clear development plans for each team member. * Recruit, onboard and train new responders, ensuring they reach a high standard of product knowledge, tone and judgement before going live with members. * Identify skill gaps and design training interventions covering tone, systems, product knowledge, and difficult conversations. Service Quality & Member Experience * Own and report on team KPIs and SLAs (response times, resolution times, member satisfaction, complaint rates) * Own the quality and consistency of every member interaction, conducting regular quality reviews of WhatsApp conversations and providing constructive feedback. * Strive to meet a team standard of resolving all member requests within 24 hours, across the team, monitor ticket volume in real time to ensure standards are maintained * Take a highly systematic approach to data management, systems, record keeping and quality across the team * Champion a proactive, anticipatory service culture, guiding the team to make thoughtful, personalised recommendations. * Develop relationships across all Houses to support the day-to-day personalisation of the experience of members who visit. * Work closely with Account Managers to ensure a seamless handover between relationship management and day-to-day service delivery. * Monitor workload distribution and queue health in real time, jumping in to protect service standards during peak periods. * Maintain operational rigour around record-keeping of member preferences, requests and feedback in Salesforce and other systems, ensuring the team uses them consistently. Requirements / Qualifications * 3+ years' experience in private members' clubs, luxury hospitality, concierge or premium customer experience environments, with at least 2 years in a people-management role. * Experience leading a customer-facing team to consistently high service standards in a fast-paced, SLA-driven environment, while remaining hands-on in delivery. * Exceptional interpersonal, relationship building and communication skills, both written and verbal. * Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically. * Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms. * Proficient in using hospitality management tools and software including Opera, Open Table and GEM. * Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments. * Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed. * Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency. * Passionate about the Soho House ethos and creating unforgettable experiences for our members. * Highly organised and detail-oriented, with the ability to manage competing priorities calmly under pressure. * Flexibility to work shifts, including occasional evenings, weekends and out-of-hours where the role demands. Benefits… Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career. * Annual Every House Membership * 50% off Food & Drink, 7 days a week * Staff Room Rates * Private Health and Dental Care * Weekly Pay * Life Assurance * Up to 50% Staff Discount on Cowshed & Soho Home * In Office Dog Policy on Fridays * Season Ticket Loan * Christmas Office Closure * In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice. * Free Counselling Sessions * Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate. * Continuous training to develop yourself personally and professionally * Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more * Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.