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

Onboarding & Support Executive (Remote in US, ideally ET, CT or MT) We exist to inspire people across the world to come together and experience moments that make them feel alive. Apply Here! We usually respond within a week 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 Event Organizer Onboarding & Support Support onboarding for new Event Organizers from kickoff through Go Live Help organizers configure and manage event builds, registration settings, pricing, ticketing, and platform workflows Deliver onboarding and training sessions to help organizers confidently use the platform Review event builds for quality, accuracy, and best practice before launch Provide hands-on support during critical build, launch, and live event phases Deliver High-Quality Support Act as a trusted operational contact and product expert for Event Organizers Manage support requests from initial investigation through resolution Troubleshoot platform and workflow issues independently wherever possible Clearly communicate issues, workarounds, and next steps to organizers Log, triage, and escalate bugs effectively while maintaining strong organizer communication Maintain high standards of responsiveness, organization, and follow-through during busy periods Improve Processes & Workflows Identify recurring issues, inefficiencies, and friction points across onboarding and support Help improve documentation, workflows, templates, and self-serve resources Contribute ideas that reduce repetitive support work and improve organizer self-sufficiency Support the development of scalable onboarding and support processes as the US business grows Share organizer feedback and operational insights with Product, Engineering, and internal teams Event & Live Operations Support Support organizers with race-day preparation and operational planning Help create and execute event runbooks and operational checklists Travel to selected events to support live operations when required Troubleshoot issues calmly and effectively in high-pressure environments Help train organizers, staff, or volunteers on workflows and tooling where needed Cross-Functional Collaboration Partner closely 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 multiple concurrent projects and timelines About You 3–5 years in onboarding, support, or operations roles (ideally 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 work into scalable solutions You are: Process-oriented and highly proactive Energized by fast-paced environments, you thrive under pressure and embrace challenge Focused on efficiency, quality, and continuous improvement Willing to work weekends when required for events; while this is fluid at this stage of our growth, expect a minimum of 5 weekends 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. Department Partner Success Remote status Fully Remote Employment type Full-time Seniority Associate About Let's Do This Let’s Do This is the world’s leading marketplace for endurance events. We make it easy for people to find, book and enjoy incredible experiences. We also help event organisers to grow their race numbers and reach new audiences. Founded in 2016 Co-workers 80