Support Specialist

About this Role:

Strava is the leading subscription platform at the center of connected fitness, with more than 100 million community members in over 190 countries. The platform offers a holistic view of your active lifestyle, no matter where you live, which sport you love and/or what device you use. Everyone belongs on Strava when they are pursuing an active life.

Strava's Community Management team is looking for a versatile individual to join us in our mission to provide technical support as it relates to the product as well as assistance with mobile application, device-specific, and file upload troubleshooting.

For more information on compensation and benefits, please click here.

You’re excited about this opportunity because you will:

• Respond to member inquiries, including providing general assistance with site functionality and troubleshooting Strava applications, GPS data problems, and activity analysis issues.
• Produce a consistent number of high-quality responses to our members daily.
• Troubleshoot site issues, create bug reports, track updates, and communicate results to the team.
• Stay on top of product changes, bugs, and updates to relay the most accurate information to our members.
• Create knowledge base articles, standard responses, and other customer-facing updates.
• Communicate trends based on user feedback and feature requests.
• Collaborate with external departments as necessary to troubleshoot issues and represent support-related needs and improvements.
• Other projects and duties as assigned.

You will be successful here by:

• Being energetic and self-motivated and applying great time management skills.
• Having a passion for finding solutions and being the “voice” of the user.
• Enjoy the challenge of helping our members and are capable of providing incredible customer support for an online audience that is growing exponentially.
• Developing a solid familiarity with the Strava platform.

We’re excited about you because:

You are very organized and have the ability to stay focused and remain cautious while working quickly and independently, whether it’s working remotely or in our office. Your background might also include:

• 2+ years in a technical support or customer service role.
• Bachelor’s degree or equivalent experience.
• Ability to stay on task and follow outlined processes.
• Exceptional reading comprehension as well as written and oral skills. Strong typing skills are a must.
• Ability to work on weekends.
• Previous experience with Zendesk, JIRA, BBEdit (or other text editors), and GPS file formats, as well as hands-on experience with Garmin, Wahoo or other GPS devices and applications, is strongly preferred.
• A well-rounded technical proficiency with browsers, mobile and web platforms, and text editors.
• Experience in successfully interacting with cross-functional teams.
• Ability to maintain strict confidentiality regarding employee and company information.
• Excellent follow-through, judgment, and common sense. “Make it happen” demeanor.
• Nice-to-have: foreign language fluency (not required)

In your cover letter, please include responses to the following questions:

• What excites you about working for the Strava Community Management team?
• What excites you about this position?
• Are you familiar with the Strava platform? If so, please suggest a product improvement or any observations you might have about it.

We look forward to hearing from you!

About Strava

Strava is Swedish for “strive,” which epitomizes who we are and what we do. We’re a passionate and committed team, unified by our mission to connect athletes to what motivates them and help them find their personal best. With billions of activity uploads from all over the world, we have a humbling and audacious vision: to be the record of the world’s athletic activities and the technology that makes every effort count.

Strava builds software that makes the best part of our athletes’ days even better. And just as we’re deeply committed to unlocking their potential, we’re dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We’re backed by Sequoia Capital, Madrone Partners, and Jackson Square Ventures, and we’re expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community – we are continuously striving to hire and engage diverse teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

As always, we remain committed to