Strava is Swedish for “strive,” which epitomizes our attitude and ambition: We’re a passionate and committed team, unified by our mission to build the most engaged community of athletes in the world. Every day, we’re searching for new ways to inspire athletes and make the sports they love even more fun. But it’s not only about achieving – we’re an inclusive team, dedicated to elevating each other and the members of our community. That balanced approach has helped us revolutionize our industry, and we’re just getting started. Millions of athletes are on Strava, millions more will come. When you’re ready for a challenge and a team that will support you along the way, join us.
About this Role
The Part-Time Content Support Representative is part of the Community Management Team at Strava, which is responsible for handling inquiries and feedback from all Strava members. The Content Support Representative will work closely with the Learning and Development Lead to optimize the self-service opportunities available to our athletes. Help resources are centered around our Zendesk-hosted support site and third-party software that surfaces the content to our athletes.
- Generate weekly reports on Help Center and third party software performance.
- Work with the training team to identify gaps in knowledge and missed opportunities for self-service based on performance data.
- Assist with researching and testing potential tools and resources that would help us scale.
- Implement and follow best practices and repeatable processes.
- Respond to member inquiries by providing assistance with site functionality, in addition to troubleshooting Strava applications, GPS data problems and activity analysis issues.
- Taking on smaller tasks as needed including updating Help Center articles, removing outdated content, and updating the team’s internal knowledge base.
You are extremely organized and have the ability to stay focused, work quickly, and independently, whether it’s working remotely or in our offices. Other requirements include:
- You have experience generating reports from Google Analytics and/or GoodData. You understand how to use analytics to make informed decisions.
- Solid familiarity with the Strava platform.
- You thrive by working independently, taking initiative, and demonstrating excellent follow through.
- You are flexible and able to take on a variety of different tasks.
- You are comfortable creating technical and non-technical documentation.
- You have experience with basic technical troubleshooting.
- Strong attention to detail in document organization, composition, clarity, and grammar.
- You are based in the SF-Bay Area and look forward to working in our SF office as necessary.
- Knowledge of foreign language(s) is a bonus.
In your cover letter please include responses to the following questions:
- What excites you about working for the Strava support team?
- Are you familiar with the Strava platform? If so, please include a link to your profile.
- Do you have examples of how you’ve used analytic tools to inform decisions or solve problems with creative solutions?
- Do you have experience juggling multiple, miscellaneous tasks?
- Are you fluent in any other languages? If so, please include a writing sample.
Backed by Sequoia Capital, Madrone Partners and Sigma Partners, Strava is expanding in order to exceed the needs of our growing community of global athletes. By joining our team, you will help push Strava forward in fresh, innovative ways. You will engage in interesting and challenging work that will improve the lives of our athletes every day. And in the same way that Strava is deeply committed to unlocking the potential of our athletes, we are equally dedicated to providing a world-class workplace where our employees can grow and thrive. Join us!
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.