Provide exceptional frontline support to the Runna community via Intercom, managing a high volume of customer conversations with empathy and accuracy.
Troubleshoot app and subscription related queries, including syncing issues with Strava, wearable devices, and training plan explanations.
Investigate and resolve complex cases, collaborating cross‑functionally and communicating updates clearly to customers.
Create, maintain, and improve customer‑facing resources such as Help Centre articles, standard responses, and troubleshooting guides.
Identify recurring themes and advocate for product and process improvements that enhance the overall customer experience.
Help improve internal support processes and knowledge management, documenting trends, updating outdated resources, and identifying efficiency opportunities.