Customer Experience Senior Associate
$68,000–$72,000 year
HybridDenver, Colorado, United States
Job Summary
Customer Experience Senior Associate in Denver, CO, supporting Runna’s US Customer Experience team with frontline support via Intercom, handling high-volume conversations, resolving complex escalations related to app usage and subscriptions, creating and maintaining Help Centre content, contributing to operational excellence, and engaging with the Runna community at events. The role follows a flexible hybrid model with more than half of time onsite (3 days/week) at Runna's office in Denver. Required qualifications include 2–3 years of online customer support or technical support experience, proficiency with Intercom, Zendesk, Jira or similar tools, excellent written communication, troubleshooting across mobile apps and wearables, and a proactive, solutions-oriented mindset focused on continuous improvement and collaboration.
Required Qualifications
- 2–3 years of online customer support or technical support experience
- Experience using Intercom, Zendesk, Jira or similar
- Exceptional written communication skills
- Confidence troubleshooting technical issues across mobile apps, integrations, wearable devices, and fitness platforms
- Strong problem-solving and collaboration skills
- Experience balancing quality and productivity metrics (e.g., CSAT, ticket volumes)
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