Onboarding & Support Executive

Job Description: 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 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 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 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 Requirements: 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 Willing to work weekends when required for events (expect a minimum of 5 per year) Benefits: Health insurance Flexible work arrangements Professional development opportunities #J-18808-Ljbffr Let's Do This