Technical Support Associate

About This Role

In the Technical Support team at [Employer hidden], we handle the more technical questions and help troubleshoot app issues. Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team. This frees up the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs! This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences. As a member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community! The ideal candidate likes getting stuck into complicated problems and understanding how to solve them.

*We follow a flexible hybrid model that translates to more than half of your time on-site in our London office — three days per week.*

What You’ll Do:

• You’ll be the first point of contact for [Employer hidden]’s
• Help [Employer hidden]’s who have questions or run into technical issues with the app. You’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experience.
• This role doesn’t involve coding or debugging code, but you’ll still play a key part in resolving issues by guiding users and passing anything complex to the right team.
• Providing Technical Support via Intercom
• Deliver fast, professional technical support through our in-app platform, maintaining a world-class standard of service.
• Guide users to get the most out of the [Employer hidden] App, helping them reach their running goals while building enthusiasm for training.
• Set the benchmark for customer support excellence in the fitness industry.
• Supporting Colleagues via Escalation Channels
• Provide technical expertise and support to frontline teams when issues need escalation.
• Communicate with Product and Tech teams to solve challenges effectively.

What You’ll Bring to the Team:

• Customer-Focused Experience
• Experience in a customer-facing role such as customer support or technical assistance.
• Strong written and verbal communication skills for effective online user interactions and internal teams.
• Organisational Skills
• Strong attention to detail with the ability to manage multiple tasks efficiently.
• Proactive in identifying and suggesting improvements to enhance user experience.
• Problem-Solving Mindset
• Ability to solve complex problems and create user-focused solutions.
• Self-motivated to research and test solutions within the app.
• Software knowledge
• Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus.
• Basic coding knowledge is helpful but not essential.

Benefits

We’re offering a salary of £29,500 - £33,000, 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 UK

• Flexible working – we typically spend 3 days a week together in our Vauxhall office
• ️ 25 days holiday, plus bank holidays (which you can take whenever suits you)
• Free [Employer hidden] & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!)
• [Headspace membership](https://www.headspace.com/?gad_source=1&gad_campaignid=917256451&gbraid=0AAAAADLlnJ13ARNhVsl4YugLQIySZ0scx&gclid=CjwKCAjwr5_CBhBlEiwAzfwYuKoHVVF5c9aFVO5mwW4rSr5oRsg1NGAq69m-JAJ88TR56x_k1dBSHRoC3A8QAvD_BwE)
• Money every year to spend on gear, events and the gym!
• Private health insurance with Bupa and workplace pension scheme
• [Modern Health](https://www.modernhealth.com/) is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
• [Carrot fertility support](https://www.get-carrot.com/) - 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 [Employer hidden]](https://www.notion.so/Benefits-at-[Employer hidden]-197bbd1a44858056a068d897bce297f3?pvs=21)

Our Interview process

Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:

• Introductory chat with Josh, Talent Partner (20-minute video call)
• Take Home Task (~60 minutes)
• Second round interview with Iris (Tech Support Lead) and Sam (Tech Support Manager) (60 minutes video call)
• Final round with Iris (Tech Support Lead) and another CX manager (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!*

Compensation Range: £29.5K - £33K

Apply now