Customer Onboarding & Support Executive (Remote in US, ideally ET, CT or MT)

Job description

Location: United States (ET, CT, or MT preferred) Eligibility: Applicants must already be based in and authorized to work in the United States. We are not currently offering relocation or visa sponsorship for this role. About the Role We’re looking for a highly organized, proactive, and operationally excellent Onboarding & Support Executive to help deliver a world-class experience for Event Organizers across the US. This role sits at the intersection of onboarding, support, implementation, and operations. You’ll work directly with Event Organizers to help them successfully launch and manage events on the Let’s Do This platform. Your focus will be operational execution excellence - ensuring organizers are supported, informed, and confident throughout onboarding, event setup, and critical live event moments. You’ll focus on delivering high-quality onboarding and support while helping improve the systems, workflows, and processes that power our organizer experience. You’ll work closely with Account Management, Product, and Engineering teams, while contributing to how onboarding and support evolves as we scale across the US. What You’ll Do Deliver High-Quality Support Act as the primary operational contact and product expert for Event Organizers Manage support requests from initial investigation through to resolution Troubleshoot platform and workflow issues independently wherever possible Help organizers configure and manage event builds, registration settings, pricing, ticketing, and platform workflows Provide hands-on support during critical build, launch, and live event phases Clearly communicate issues, workarounds, and next steps to organizers Log, triage, and escalate bugs effectively while keeping organizers informed Maintain high standards of responsiveness and follow-through, especially during busy periods Event & Live Operations Support organizers with race-day preparation and operational planning Help create and execute event runbooks and operational checklists Travel to selected events to provide on-the-ground support when required Troubleshoot issues calmly and effectively in high-pressure environments Help train organizers, staff, or volunteers on workflows and tooling where needed Improve Processes & Self-Serve Resources Identify recurring issues, friction points, and inefficiencies across the support function Help improve documentation, templates, and self-serve resources for organizers Contribute ideas that reduce repetitive support work and improve organizer self-sufficiency Share organizer feedback and operational insights with Product, Engineering, and internal teams Cross-Functional Collaboration Partner with Account Managers to ensure organizers are operationally set up for success Work collaboratively with Product, Engineering, Design, and Operations teams Translate technical concepts into simple, actionable guidance for non-technical users Keep stakeholders informed and aligned across concurrent organizer issues and projects Growth Opportunity: Onboarding & Implementation As you develop platform expertise, you'll take on onboarding responsibilities — supporting new Event Organizers from kickoff through Go Live, reviewing event builds, and running training sessions About You 3–5 years in support or operations roles, ideally in SaaS Strong communication and organizational skills Experience with support and project management tooling (Intercom, Notion, Asana, or similar) Curious about AI and automation Exceptional ability to prioritize, context-switch, and manage high volumes of work without losing quality Strong instinct for identifying patterns and turning one-off fixes into scalable solutions You are: Calm under pressure and energized by fast-paced environments Focused on efficiency, quality, and continuous improvement Process-oriented and proactive — you don't wait to be asked Willing to work weekends when required for events (expect a minimum of 5 per year) Who We Are Let's Do This is the online company that gets everyone together offline. We exist to inspire people across the world to come together and experience moments that make them feel alive. We’re currently going after mass participation sports events (Marathons, Triathlons, 10Ks, 5Ks, swim races), where we’re proud to be the global leader. We’re at a super exciting and rapid stage of our development. We now take over 2.5 million bookings every year, driving growth for our industry from large-scale races like the UK’s London Marathon Events and the Great North Run to hero races like the Hackney Half, Peachtree Road Race and the Honolulu Marathon, or grassroots races like those from RunThrough. We’ve grown exponentially in the UK since our launch in 2017 and are now in the process of expanding within the US market with the same energy our brand represents. We’ve raised $90M to date and our investors also include Tier 1 VCs NFX, EQT, and legendary individuals like Serena Williams and Usain Bolt.