Customer Onboarding & Support Executive
New
L
Let's Do ThisEvent technology
Remote in US, ET, CT, or MT preferredFull-TimeExecutive
Salary not disclosed
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Job Details
- Experience
- 3–5 years in support or operations roles, ideally in SaaS
- Required Skills
- SaaSAsanaNotionTroubleshootingProcess improvementCustomer support
Requirements
- Have 3–5 years of experience in support or operations roles, ideally in SaaS.
- Have experience with support and project management tooling such as Intercom, Notion, Asana, or similar.
- Bring strong communication and organizational skills.
- Be able to prioritize, context-switch, and manage high volumes of work without losing quality.
- Identify recurring patterns and turn one-off fixes into scalable solutions.
- Be curious about AI and automation.
- Be calm under pressure and comfortable in fast-paced environments.
- Be process-oriented, proactive, and focused on efficiency, quality, and continuous improvement.
- Be willing to work weekends when required for events, with a minimum of 5 per year.
Responsibilities
- Act as the primary operational contact and product expert for Event Organizers.
- Manage support requests from initial investigation through resolution, troubleshooting platform and workflow issues where possible.
- Help organizers configure and manage event builds, registration settings, pricing, ticketing, and platform workflows.
- Provide hands-on support during event build, launch, and live event phases, including race-day preparation and operational planning.
- Create and execute event runbooks and operational checklists.
- Travel to selected events to provide on-the-ground support when required.
- Log, triage, and escalate bugs while keeping organizers informed about issues, workarounds, and next steps.
- Improve organizer documentation, templates, and self-serve resources, identifying ways to reduce repetitive support work.
- Share organizer feedback and operational insights with Product, Engineering, and internal teams.
- Partner with Account Managers and cross-functional teams to support organizers and, as platform expertise develops, help onboard new organizers through Go Live.
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