Onboarding & Support Executive

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Provide Exceptional Support

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

• Oversee support inquiries from initial assessment to resolution

• Independently resolve platform and workflow challenges whenever feasible

• Assist organizers in setting up and managing event structures, registration parameters, pricing, ticketing, and platform processes

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

• Effectively communicate issues, alternative solutions, and next steps to organizers

• Accurately log, classify, and escalate bugs while keeping organizers updated

• Uphold high standards of responsiveness and commitment, particularly during peak times

• Aid organizers in race-day preparations and operational strategies

• Assist in the creation and execution of event runbooks and operational checklists

• Travel to select events to deliver on-site support as needed

• Calmly and effectively troubleshoot problems in high-pressure situations

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

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

• Enhance documentation, templates, and self-service resources for organizers

• Contribute suggestions that lessen 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 set up for operational success

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

• Simplify technical concepts into clear, actionable guidance for non-technical users

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

⛳️ Requirements

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

• Excellent communication and organizational abilities

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

• Interest in AI and automation technologies

• Outstanding skills in prioritizing, switching contexts, and managing a high volume of work without compromising quality

• Strong aptitude for recognizing patterns and transforming one-time fixes into scalable solutions

• Availability to work weekends as needed for events (a minimum of 5 expected annually)

🏝️ Benefits

• Health insurance coverage

• Flexible working arrangements

• Opportunities for professional development