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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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 US

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!