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Product Support Specialist

San Francisco, CA

About This Role

Strava is the app for active people. With over 150 million athletes in more than 185 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.

Our mission is simple: to motivate people to live their best active lives. We believe in the power of movement to connect and drive people forward.

Our Community Management team is looking to grow our team of specialists. While we spend a majority of time in the customer support ticketing queue, we also have several areas of expertise to develop your knowledge in. We want someone who loves to champion our customers' requests, work on focused projects, and develop their technical support skills.

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. This is a role with an offset schedule; you, your team, and your manager will be working either Tuesday through Saturday, or Sunday through Thursday.

What You’ll Do:

  • Take on high-volume ticketing, troubleshooting, and creating bug reports.
  • Track reported issues you’ve tested and validated, and then provide proactive updates to your customers.
  • Provide quality responses that supply the customer with next steps and earn top CSAT marks.
  • Share new learnings with your team by raising awareness of trends and concerns in the moment within Slack and in weekly meetings.
  • Submit suggestions for updates to Help Center content and flag outdated content in macros, ticketing workflows, and product articles.
  • Follow up on long-standing tickets, reaching out to technical teams for updates on repair statuses.
  • Become a subject matter expert of the Strava app, honing in on the area you’re most passionate about, and then project managing the knowledge management system and team enablement for that area.

You Will Be Successful Here By:

  • Demonstrating excellent follow through, judgment, and common sense. You have a “make it happen” approach to work and maintain a growth mindset.
  • Finding opportunities for efficiency gains and taking initiative to propose then implement impactful solutions.
  • Passionately searching for solutions and advocating for the needs of our users.
  • Maintaining strict confidentiality regarding employee, user, and company information.
  • Staying on task and following outlined processes.

What You’ll Bring to the Team:

  • Have demonstrated ability in a technical customer support role.
  • Are on Strava (or another app in the same space – think Garmin Connect, Nike Run Club, FitBit, Oura, or Apple Fitness) and have a proven familiarity of the platform.
  • Enjoy the challenge of helping our members and are capable of providing outstanding customer support for an online audience that is growing exponentially.
  • Have exceptional reading comprehension as well as written and oral skills. Strong typing skills are a must.
  • Are adaptable, self-motivated, and have great time management skills.
  • Have a strong passion for cycling, running, triathlon or another endurance sport – or aspire to get there – and connect personally with Strava’s mission to motivate people to live their best active life.
  • Have previous experience with a ticketing system (bonus points for Zendesk, and JIRA)
  • Demonstrate well-rounded technical proficiency with both mobile and web platforms.
  • Are successful in cross-functional collaborations and initiatives.

We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re excited about this role but don’t meet every single qualification, we still encourage you to apply — your unique experience and perspective could be exactly what we’re looking for.

Compensation Overview

At 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: $28.50 - $33.65 hourly. (annual equivalency $59,280 - $70,000) The 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.

Why Join Us?

Movement brings us together. At Strava, we’re building the world’s largest community of active people, helping them stay motivated and achieve their goals. 

Our global team is passionate about making movement fun, meaningful, and accessible to everyone. Whether you’re shaping the technology, growing our community, or driving innovation, your work at Strava makes an impact.

When you join Strava, you’re not just joining a company—you’re joining a movement. If you’re ready to bring your energy, ideas, and drive, let’s build something incredible together.

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 teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

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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