Senior CX Content & Knowledge Associate (AI Vertical)

We're putting together a talented team to build the 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 iPhone app of the year, reflecting the innovation and impact of what we've built & in 2025 we were 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:

We're looking for a CX Content & AI Knowledge Specialist to manage Runna's Help Centre and knowledge processes within the Customer Experience team.

In this role, you'll ensure customers can find clear, accurate answers quickly - and that our AI tools are grounded in trusted, well-structured knowledge. You'll set the standards for what we publish, how we keep it current, and how we build a knowledge ecosystem that reduces friction across the customer journey.

What You'll Be Doing:

• Own the App & FAQ section of the Help Centre end-to-end - information architecture, discoverability, article quality, and continuous improvement.
• Write, refine, and maintain content that helps customers self-serve confidently - with clarity, empathy, and strong support outcomes.
• Put lightweight governance in place to keep content accurate as the product evolves (owners, review cycles, verification rules, change alerts).
• Make knowledge AI-ready - structure and maintain knowledge so our AI tools can retrieve and return fast, accurate answers.
• Use feedback loops (search terms, contact drivers, article ratings, AI escalations, agent feedback) to spot gaps and prioritise the highest-impact wins.

What Success Looks Like In This Role:

• Thinking like a CX operator - you understand what great support looks like, what customers need in the moment, and how knowledge reduces effort and increases resolution.
• Owning outcomes, not just articles - you treat the Help Centre as a product, optimising for self-serve success, resolution, and customer confidence.
• Having excellent judgement - you know what to publish (and what not to), how to handle edge cases, and how to communicate clearly without creating confusion or risk.
• Building systems that scale - you create simple, repeatable processes that keep knowledge trusted and up to date over time.
• Moving fast and learning faster - you iterate, test improvements, learn from data and feedback, and keep raising the bar.

What You'll Bring To The Team:

• 2+ years in a CX/Support Ops/Content role, with at least 1 year focused on knowledge management (Help Centre/KB ownership, governance, and maintenance).
• Proven ownership of a knowledge base / Help Centre, such as Intercom, Zendesk, Confluence or Guru, including improving IA/structure, content quality, and maintenance over time.
• Strong content design skills, with the ability to simplify complex topics and anticipate where customers get stuck.
• A structured, detail-oriented mindset - you enjoy making knowledge more reliable, searchable, and easy to maintain.
• Strong cross-functional collaboration skills - you can partner closely with CX, Product, BD, and Engineering to keep knowledge aligned with the product and customer needs.

Bonus Points If You Have:

• Experience working directly with AI support tools such as Intercom Fin, Intercom Copilot, Guru.
• Experience guiding AI behaviour through knowledge (e.g., retrieval-friendly writing, taxonomy/tagging, evaluation/QA of AI answers).

Salary and Benefits

We're offering a salary of £35,000 - £40,000 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 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)
• Runna x Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for xmas presents!)
• Headspace membership
• Money every year to spend on gear, events and the gym!
• Private health insurance with Bupa and workplace pension scheme
• Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
• Carrot fertility support - 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 Runna

Our Interview Process:

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

1. Recruiter Screen with Talent Partner (25 minutes)
2. Assessment with Hiring Manager and additional team member (45 minutes)
3. Final Round (Onsite Interviews + HM Wrap up- 75 minutes)

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!