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.
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