About This RoleStrava is the app for active people. With over 150 million athletes in more than 190 countries, it's more than tracking workouts-it's where connection, motivation, and personal bests thrive. No matter your activity, gear, or goals, Strava's got you covered. Find your crew, crush your milestones, and keep moving forward. Start your journey with Strava today.
Strava's Community Management team is seeking a Senior Manager to join us to deliver exceptional customer experiences. This role is a mix of team leadership, operations management, and product advocacy, ensuring that athletes receive the best possible support. You'll have the opportunity to optimize support processes, collaborate cross-functionally, and influence product decisions based on user feedback. If you're passionate about building a strong team and advocating for users, this is the perfect role for you.
We follow a flexible hybrid model that generally translates to around half your time on-site in our San Francisco office-roughly three days per week.You're excited about this opportunity because you will:- Lead and mentor a team of support specialists, providing coaching, feedback, and career development opportunities.
- Enhance customer support operations by optimizing processes, implementing standard methodologies, and ensuring a high level of service.
- Analyze customer trends and advocate for product improvements, working closely with internal teams to enhance the athlete experience and reduce ticket volume.
- Improve operational efficiency through escalation process refinement, response strategies, and training programs to ensure consistent, high-quality support.
- Leverage data and insights to drive support improvements and align with Strava's business goals.
You will be successful here by:- Building a strong, engaged team, fostering an environment of continuous learning and growth.
- Driving operational efficiency, improving workflows, and implementing scalable support solutions.
- Synthesizing community feedback into meaningful insights that shape product decisions.
- Effectively communicating trends, challenges, and opportunities to stakeholders and leadership.
- Using data to advise strategic decisions, ensuring that support initiatives align with company goals.
- Proactively identifying gaps and implementing solutions that improve customer experience.
We're excited about you because:- You are available to work full-time hours Tuesday - Saturday each week.
- You have 4+ years of customer service experience, with at least 3 years of team management experience.
- You have strong leadership skills, with a track record of mentoring and coaching teams.
- You are highly organized, with the ability to lead multiple priorities and projects.
- You're a strategic problem solver, able to balance big-picture goals with day-to-day needs.
- You have experience with ticketing systems like Zendesk and understand standard processes for customer support.
- You use data to make decisions, identifying trends and opportunities to improve operations.
- You're passionate about community engagement, fitness, and advocating for users to live their best active lives.
- You've led distributed teams and are able to travel as needed.
Compensation OverviewAt Strava, we know our employees are the most important ingredient to our success, and our compensation and total rewards programs reflect that. We take a market-based approach to pay, and pay may vary depending on the department and your location. Salary ranges are categorized into one of three tiers based on a cost of labor index for that geographic area. We will determine the candidate's starting pay based on job-related skills, experience, qualifications, work location, and market conditions. We may modify these ranges in the future. For more information, please contact your talent partner.
Compensation: $139,000 to $163,000The base salary posted is within the compensation range for this role. This range reflects base pay only and does not include equity, or benefits. Your recruiter can share more about the specific salary range for your location during the hiring process.
For more information on benefits, please click here.
About StravaStrava 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 adventurous 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. 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, TCV, 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.
Despite challenges in the world around us, we are continuing to grow camaraderie and positivity within our culture. We are differentiated by our truly people-first approach, our compassionate leadership, and our belief that we can bring joy and inspiration to athletes' lives - now more than ever. All to say, it's a great time to join Strava!
Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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