At a Glance
- Tasks: Support Event Organizers in launching and managing events on our platform.
- Company: Join a fast-growing company revolutionising mass participation sports events.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with potential for growth in onboarding and implementation.
- Why this job: Be part of an exciting team making events unforgettable for participants.
- Qualifications: 3-5 years in support or operations, strong communication skills, and SaaS experience.
The predicted salary is between 45000 - 55000 £ per year.
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 elevate 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’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.
Customer Onboarding & Support Executive (Remote in US, ideally ET, CT or MT) employer: Let's Do This
At Let’s Do This, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our Software Engineers play a crucial role in shaping our product, working closely with cross-functional teams to drive meaningful change while utilising cutting-edge technology, including AI. With a strong emphasis on employee growth and a commitment to diversity, we offer a dynamic environment where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding & Support Executive (Remote in US, ideally ET, CT or MT)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Let's Do This. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Let's Do This before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding & Support Executive (Remote in US, ideally ET, CT or MT)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Let's Do This:Your cover letter is your chance to shine! Tell us why you want to work at Let's Do This specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Let's Do This!
How to prepare for a job interview at Let's Do This
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
