Customer Experience Manager (Boston)

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 2024 iPhone App of the Year, reflecting the innovation and impact of what we’ve built & now in 2025 we have just been 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 🚀

The Team You’ll Join

You’ll be joining a passionate and mission-driven Customer Experience team that’s committed to delivering world-class support in the health and fitness space. You’ll be leading day-to-day operations while working closely with our global counterparts to ensure consistency, quality, and care across every customer interaction

What You’ll Be Doing

As the US Customer Experience Manager, you’ll be responsible for leading the CX team in the US and driving both the long-term strategy and day-to-day operations for the team. You’ll play a critical role in scaling and optimizing our US operations based in our Boston office (2/3 days a week), as well as own hiring for the US CX team. In this role, you’ll work closely with our global CX leadership and team.

As a Customer Experience Manager, your role will include:

• Manage day-to-day US team operations, including scheduling, workload distribution, and escalations
• Track team KPIs (e.g., response times, CSAT, resolution rates) and use data to identify and implement improvements
• Develop and iterate on team processes, service playbooks, and support workflows to enhance efficiency and customer satisfaction
• Report performance trends, customer insights, and operational updates to senior leadership
• Partner with global CX leads to align on goals, tools, and best practices across regions
• Own hiring, onboarding, coaching, and performance management for the US CX team
• Actively support customers via our support channels to stay close to their needs and maintain quality standards

Requirements

What You’ll Bring To The Team:

• 3+ years of experience in online customer experience or support, with strong leadership experience
• Proven track record of hiring, onboarding, and managing CX teams
• Exceptional written communication skills, especially when engaging with customers online
• Highly empathetic and personable - you bring warmth and understanding to every interaction, both internal and external
• Highly organized, efficient, and comfortable juggling multiple priorities in a fast-paced environment
• Strong attention to detail and a proactive mindset, you’re quick to spot opportunities to improve the customer experience
• Bring a data-driven mindset and an action-oriented approach to foster informed decision-making, accelerate execution, and drive team performance
• You're a self-starter who takes initiative and solves problems independently

Bonus Points If You Have:

• Background in health, wellness, or fitness brands
• Proven success managing a remote or hybrid team culture across different time zones

Benefits

We’re offering a salary of $70,000-$80,000 per year, depending on experience, 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 🇺🇸

• Flexible working – we typically spend 2–3 days a week together in our Harvard Square office
• 25 days holiday, plus bank holidays (which you can take whenever suits you) or unlimited holiday (role dependant)
• 📱Runna subscriptions for you and 5 of your friends (get ready to be your friends fave person or save them for xmas presents!)
• 🧡 Strava membership!