Customer Onboarding and Support Executive

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Serve as the main operational contact and product specialist for Event Organizers

• Oversee support requests from initial inquiry to final resolution

• Independently troubleshoot platform and workflow challenges whenever feasible

• Assist organizers in configuring and managing event setups, registration preferences, pricing, ticketing, and platform processes

• Provide direct support during critical phases including build, launch, and live events

• Clearly articulate issues, workarounds, and next steps to organizers

• Log, assess, and escalate bugs efficiently while keeping organizers updated

• Uphold high standards of responsiveness and follow-through, especially during peak times

• Aid organizers in race-day preparations and operational planning

• Assist in creating and executing event runbooks and operational checklists

• Travel to selected events to offer on-site support as needed

• Calmly and effectively troubleshoot issues in high-pressure situations

• Provide training for organizers, staff, or volunteers on workflows and tools as necessary

• Identify recurring issues, friction points, and inefficiencies within the support function

• Contribute to enhancements in documentation, templates, and self-service resources for organizers

• Share ideas that minimize repetitive support tasks and enhance organizer self-sufficiency

• Relay organizer feedback and operational insights to Product, Engineering, and internal teams

• Collaborate with Account Managers to ensure organizers are operationally prepared for success

• Work in conjunction with Product, Engineering, Design, and Operations teams

• Keep stakeholders informed and aligned on concurrent organizer issues and projects

⛳️ Requirements

• 3–5 years of experience in support or operations roles, preferably within SaaS

• Excellent communication and organizational abilities

• Familiarity with support and project management tools (Intercom, Notion, Asana, or similar)

• A keen interest in AI and automation

• Outstanding capacity to prioritize, switch contexts, and handle high workloads without sacrificing quality

• Strong instinct for recognizing patterns and transforming one-off solutions into scalable approaches

• Availability to work weekends as necessary for events (expect a minimum of 5 per year)

🏝️ Benefits

• Flexible working arrangements

• Opportunities for professional development

• Paid time off