Let's Do This

Customer 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 escalate 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
• Keep stakeholders informed and aligned across concurrent organizer issues and projects

Customer Onboarding and Support Executive