Associate Team Lead, Technical Customer Support

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 complex technical questions and help troubleshoot issues within the app. We work closely with the wider Customer Experience team to ensure users receive fast, clear, and reliable support.

As the Technical Support Associate Team Lead in the US, you will be responsible for leading a team of Technical Support members, ensuring strong performance across the support queues, and maintaining high standards in how we support our users.

This is a hands-on leadership role where you’ll stay close to the work — supporting the queue when needed, guiding your team through complex issues, and ensuring consistent, high-quality execution across all support interactions. This role is ideal for someone who enjoys leading and developing people, takes pride in building high-performing teams, thrives in a fast-paced support environment, and is comfortable balancing team leadership with hands-on operational work.

We follow a flexible hybrid model that translates to more than half of your time on-site in our Denver office — three days per week.

What You’ll Do:

1. Help Lead the Technical Support Team

• Manage and support a team of Technical Support members, ensuring strong performance and consistent output across the support queue. You’ll be responsible for coaching, providing feedback, and helping team members develop their technical and communication skills.

• Foster a high-performance, detail-oriented team culture, setting clear expectations around quality, consistency, and ownership of work.

2. Own Technical Support Queue Performance

• Oversee day-to-day queue operations, ensuring strong coverage, response times, and overall queue health during US hours. You’ll stay close to the work, stepping into Intercom when needed to support during high volume or complex periods.

• Maintain a high standard of customer support, ensuring responses are clear, structured, and consistently high quality across the team.

3. Support Escalations & Complex Issues

• 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.

4. Drive Team Operations & Growth

• Support hiring and onboarding of new Technical Support members, helping them ramp effectively into the team.

• Identify and implement improvements to processes, documentation, and queue management to help the team operate efficiently as it scales.

What You’ll Bring to the Team:

1. Customer-Focused & Leadership Experience

• Experience in a customer-facing role such as technical support, with exposure to mentoring or managing others.

• Strong written and verbal communication skills, with the ability to guide both users and team members effectively.

2. Organisational & Operational Skills

• Strong attention to detail with the ability to manage team performance and multiple priorities effectively.

• Comfortable working in structured, process-driven environments with a focus on consistency and quality.

3. Problem-Solving Mindset

• Ability to troubleshoot complex issues and support others in finding solutions.

• Comfortable working with ambiguity and identifying patterns or recurring problems within the queue.

4. Tools & System Knowledge

• Experience with tools such as Intercom, Slack, Notion, and Google Workspace is a plus.
  Familiarity with support workflows and ticketing systems preferred.

Compensation Overview & Benefits:

We’re offering a salary of $71,500 - $75,500 per year, depending on experience, plus participation in Strava's long-term incentive (stock) programs.

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)

3. Second Round Interview with Iris (Tech Support Team Lead) and Sina (Customer Experience Senior Manager) (60 minutes video call)

4. Final Interview with Sam (Tech Support Associate Team Lead) and James (Tech Support Specialist) (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!