Onboarding & Support Executive

The Role

As an Onboarding & Support Executive, you’ll be a front-line expert on the Let’s Do This platform, enabling our Event Organizers to get the most out of our tech and become long-term, engaged partners. Reporting to the Head of Onboarding & Support, and collaborating closely with Account Managers, Product, and Support teams, you'll play a vital role in EO success.
This role is ideal for someone who’s detail-oriented, a natural problem solver, and thrives in a dynamic, fast-paced environment. You’ll be hands-on with training, troubleshooting, and optimizing user experiences, all while building strong relationships that contribute to partner growth and satisfaction.

Responsibilities

• Customer Support & Technical Troubleshooting
  
  • Serve as a go-to product expert for EOs, replicating workflows to diagnose and resolve technical issues.
  • Own support tickets from start to finish, ensuring timely, clear, and effective resolutions.
  • Log and escalate bugs to our product team while ensuring EOs have actionable workarounds in the meantime.
• EO Training & Enablement
  • Deliver onboarding and ongoing training sessions to help EOs confidently navigate the platform
  • Create and continuously improve our support documentation and internal knowledge bases.
    
  • Work in tandem with Account Managers to ensure strategic accounts are fully empowered to succeed
    

• Cross-functional Product Collaboration
• Act as the voice of the EO, surfacing insights and product feedback to our Product and Engineering teams.
• Support the rollout of new features, helping EOs adopt and leverage new capabilities to meet their goals.
• Champion best practices across accounts to help scale success across the board.

• Event and registration builds and management
• Support EOs creating and managing their event and registration builds, creating tickets, amending details and supporting them to update content, pricing and availability as required

About You

• You’re a structured thinker and natural troubleshooter who thrives on solving problems and driving clarity.
• You have excellent communication skills—both written and verbal—and can translate technical speak into simple, actionable guidance.
• You’re tech-savvy and eager to learn, comfortable navigating new platforms and coaching others on how to do the same.
• You bring a proactive, customer-first mindset, always thinking about how to deliver the best outcomes for EOs.
• You’re highly organized, detail-oriented, and able to juggle multiple priorities without missing a beat.
• You collaborate well cross-functionally and enjoy being the connective tissue between teams.

Preferred Experience

• 1–3 years experience in customer support, onboarding, or account management within a SaaS or tech-led environment.
• Experience working with ticketing systems, technical troubleshooting, and customer communications.
• Familiarity with tools like Notion, Salesforce, Slack, Looker, and Google Suite is a bonus.

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 1.5 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, the London Triathlon, 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 were the fastest growing company on YCombinator, and our investors also include Tier 1 VCs NFX, EQT, and legendary individuals Serena Williams and Usain Bolt.

How did we do it? 

With an exceptional team. The Let’s Do This team brings in experience ranging from London’s fastest-growing start-ups to the world's biggest tech companies, including Facebook, Google, Deliveroo, King and Skyscanner. 

We’re passionate about finding fantastic talent to add to an already extraordinary group. At Let's Do This, we are a team of passionate and hardworking individuals who believe that extraordinary talent can come from any background. We encourage applications from people from all walks of life, as we know that diverse perspectives fuel innovation and creativity. Join us in making a difference with your unique experiences.