Part-Time Customer Experience Associate, Sydney (6 month contract)

We're putting together a talented team to build the #1 training platform for RunnersWe 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 2024 iPhone App of the Year, reflecting the innovation and impact of what we've built & now in 2025 we have ****just been 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 🚀The Team You'll JoinYou'll be joining a passionate and mission-driven Customer Experience team that's committed to delivering world-class support in the health and fitness space. You'll be leading day-to-day operations while working closely with our global counterparts to ensure consistency, quality, and care across every customer interactionWhat You'll Be DoingCustomer 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 and want to find ambitious individuals who want to help us take that next stepSupporting our Community with Technical & Coaching Escalations: You'll be up-skilled to help our Customers with their Coaching and Technical queries in intercom! Whether that's an issue syncing a run to Strava, or understanding how RPE works, we'll help you to provide industry leading responses to our Community - proving an experience so good that they have to tell their friendsOwning our IOS, Google & Trustpilot review platforms. We'll be leaning into your customer service experience expertise to help respond to our Customer reviews! You'll be responsible for responding and outreaching to members of our Community who have had a poor experience with Runna, in the hopes that we can turn it around. You'll liase with our Product team to organise feedback sessions with Customers to make sure we're building an App, driven by Community feedbackSupporting at local Runna Events in Sydney Where possible, we'll involve you at Runna Events! We want our Customer Experience Team to be as close to our Community as possible. We'll invite you to Runna Events (Shake-Out Runs, Ambassador Events, Marathon activations) to give you the opportunity to support our Community in real life!RequirementsWhat You'll Bring To The TeamWe're seeking an enthusiastic Customer Experience individual to join our Sydney Customer Experience Team, working Saturday, Tuesday & Wednesday. As a key member of our Customer Experience Team, you'll play a pivotal role in ensuring customers are getting a world class level of support. You'll be troubleshooting coaching queries from our Users and supporting them with any running related questions they have. The ideal candidate has a background in an online Customer Service capacity and likes going the extra mile to WOW our customers. They have excellent communications skills and are open to taking on feedback from their peer group as to how we can improve our customer's experience.Previous experience in an online customer facing Role. Experience using tools such as Intercom & Zendesk are a bonus!Flawless written communication skills speaking to Customers in an online capacity!Personable & Empathetic are characteristics you live byAn eye for detail: You're vocal as to how we can make our customer's experience even betterConfident at working towards targets & deadlines like CSAT & Customers Served Per Hour. Due to the number of tickets we receive on a daily basis, we have certain targets that we need to meet to make sure our support is sustainable!Requirements:Able to work Saturday, Tuesday & Wednesday 8:30-5:30pmYou have the right to work in Australia (We unfortunately can't accept applications for anyone on a WHV)You can come into our Sydney office on York Street at least 2x a week to collaborate with the team!BenefitsSalary and BenefitsWe're offering a salary of $60,000 - $65,000 AUD per year, depending on experienceOur aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:Introductory chat with Madison & Evie (20 minute video call)Take Home Task (:60 minutes)Second round interview with Sam & Madison (60 minute video call)Final round / office visit to meet more of the team & go for a coffee! Sam & EmmaPlease 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!How To ApplyPlease apply through this link (this will take you to our Workable career hub). Please note, we are unable to accept any applications outside of Workable. If you have any questions regarding the status of your application, please email careers@runna.comStill have questions or want to know more? Check out our Careers Page ✨