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

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 RoleWe’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 DoEvent Organizer Onboarding & SupportSupport onboarding for new Event Organizers from kickoff through Go LiveHelp organizers configure and manage event builds, registration settings, pricing, ticketing, and platform workflowsDeliver onboarding and training sessions to help organizers confidently use the platformReview event builds for quality, accuracy, and best practice before launchProvide hands-on support during critical build, launch, and live event phasesDeliver High-Quality SupportAct as a trusted operational contact and product expert for Event OrganizersManage support requests from initial investigation through resolutionTroubleshoot platform and workflow issues independently wherever possibleClearly communicate issues, workarounds, and next steps to organizersLog, triage, and escalate bugs effectively while maintaining strong organizer communicationMaintain high standards of responsiveness, organization, and follow-through during busy periodsImprove Processes & WorkflowsIdentify recurring issues, inefficiencies, and friction points across onboarding and supportHelp improve documentation, workflows, templates, and self-serve resourcesContribute ideas that reduce repetitive support work and improve organizer self-sufficiencySupport the development of scalable onboarding and support processes as the US business growsShare organizer feedback and operational insights with Product, Engineering, and internal teamsEvent & Live Operations SupportSupport organizers with race-day preparation and operational planningHelp create and execute event runbooks and operational checklistsTravel to selected events to support live operations when requiredTroubleshoot issues calmly and effectively in high-pressure environmentsHelp train organizers, staff, or volunteers on workflows and tooling where neededCross-Functional CollaborationPartner closely with Account Managers to ensure organizers are operationally set up for successWork collaboratively with Product, Engineering, Design, and Operations teamsTranslate technical concepts into simple, actionable guidance for non-technical usersKeep stakeholders informed and aligned across multiple concurrent projects and timelinesAbout You3–5 years in onboarding, support, or operations roles (ideally SaaS)Strong communication and organizational skillsExperience with support and project management tooling (Intercom, Notion, Asana or similar)Curious about AI and automationExceptional ability to prioritize, context-switch, and manage high volumes of work without losing qualityStrong instinct for identifying patterns and turning one-off work into scalable solutionsYou are:Process-oriented and highly proactiveEnergized by fast-paced environments, you thrive under pressure and embrace challengeFocused on efficiency, quality, and continuous improvementWilling to work weekends when required for events; while this is fluid at this stage of our growth, expect a minimum of 5 weekends per yearWho We AreLet'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 dat