🛠 Tech Stack

💼 About This Role

You'll join Runna's Customer Experience team to own the Help Centre and knowledge processes. You'll ensure customers find clear, accurate answers quickly and that AI tools are grounded in trusted knowledge. This role is key to reducing friction across the customer journey as we scale.

🎯 What You'll Do

• Own the App & FAQ Help Centre end-to-end
• Write and refine self-serve content with clarity and empathy
• Implement lightweight governance for content accuracy
• Structure knowledge for AI tool retrieval and accuracy

📋 Requirements

• 2+ years optimizing content for CX with knowledge base ownership
• Experience with Intercom, Zendesk, Confluence or Guru
• Strong content design skills to simplify complex topics
• Structured, detail-oriented mindset for reliable knowledge

✨ Nice to Have

• Experience with AI support tools like Intercom Fin or Copilot
• Experience guiding AI behavior through knowledge (taxonomy, QA)

🎁 Benefits & Perks

• 🏖️ 25 days holiday plus bank holidays
• 📱 Runna x Strava subscriptions for you and 3 friends
• 🧘 Headspace membership
• 🏥 Private health insurance with Bupa
• 💖 Modern Health mental wellness platform

📨 Hiring Process

Recruiter Screen (25 min) → Assessment (45 min) → Final Round (75 min onsite)