Urgent Search: Customer Experience Full-Time, Sydney, Australia

Overview

Customer Experience Full-Time, Sydney, Australia

What you’ll be doing

- Customer 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.
- Supporting your colleagues via our escalation channels in Slack: You’ll be up-skilled to provide escalation support to our frontline teams over the weekend when we require your technical expertise to solve our customers’ problems.
- Creating Help-Centre Content: Help-centre articles for our customers. If you have a particular interest in track & field, or experience running a particular Marathon, we’d love your support in creating Race Day Articles for our Community (guidance on where to pick up Race Day Pack, transport to the start, and how to have the best possible experience with us).

What we’re looking for

- We are seeking 1x enthusiastic individual to join our Customer Experience Team to provide industry leading support to our Community from Sydney, Australia. As a 24/7 organisation, you’ll play a pivotal role in ensuring that our overnight support is the best in the world.
- You’ll be helping us build a small, but efficient team, resolving customer queries and making sure they get the most out of Runna. The ideal candidate has a passion for fitness and experience in a customer facing role, with empathy and an understanding of how our app works. If you’re a Runna member, that’s a bonus.
- Excellent communication skills and ability to work effectively in a small, but growing team.
- You’re based in Sydney, and have the right to work in Australia.
- This is a full-time position with shift patterns: Sunday-Thursday or Tuesday-Saturday. Working hours typically 9-6pm or 8-5pm, with some flexibility based on your schedule.
- Previous experience in a customer-facing role is required. Highly efficient and capable of delivering an excellent live-chat experience to multiple customers simultaneously. Flawless written communication skills for online interactions. Personable and empathetic. Strong attention to detail to continually improve the customer experience. A passion for fitness and understanding of terminology and industry.
- You’re happy to work 2-3 days a week from our co-working space on George Street.
- Salary starting at AUD 60,000-65,000 depending on experience.

Benefits

- Flexible working (typically 2-3 days in our Sydney offices).
- Salary reviews every 6 months or when we raise more investment.
- 22 days of holiday + public holidays.
- A brand new MacBook, a running watch of your choice, and everything else you need to do your best work.
- Private health insurance.
- Enhanced family care policy (3 months fully paid leave when a new Runna joins the family, fertility support and other benefits).
- An hour slot during work time each week to do a Runna workout.

Application process

1. Our aim is to keep the interview process straightforward and enjoyable, and will consist of the following stages.
2. Apply below.
3. Please let us know if there’s anything we can do to better accommodate you throughout the interview process—from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process.
4. Chat with Sam (30-minute Hiring Manager video call).
5. Technical Take Home Task (60 minutes video call with Evie & Sam).
6. Cultural Interview (25 minutes with Laura & Chris).
7. In-person coffee & catch-up with India & Madison.
8. Once the process is finished, we’ll do our absolute best to get back to you in a timely manner. Note that due to the volume of requests we receive, it might take longer than expected.

How to apply

To apply, please apply here via Workable and we’ll take it from there. If there’s anything we can do to better accommodate you throughout the interview process—from scheduling interviews around childcare commitments to accessibility requirements—we want you to show your best self in the process.

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