We exist to inspire people across the world to come together and experience moments that make them feel alive
Onboarding & Support Executive
Location
Connecticut + 4 moreAll locations: Connecticut | Illinois | New Jersey | New York | Massachusetts
Posted
20 hours ago
Salary
0
Seniority
Senior
Job Description
Onboarding & Support Executive
Let's Do This
• Deliver High-Quality 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 • Translate technical concepts into simple, actionable guidance for non-technical users • Keep stakeholders informed and aligned across concurrent organizer issues and projects
Job Requirements
- 3–5 years in support or operations roles, ideally in SaaS
- Strong communication and organizational skills
- Experience with support and project management tooling (Intercom, Notion, Asana, or similar)
- Curious about AI and automation
- Exceptional ability to prioritize, context-switch, and manage high volumes of work without losing quality
- Strong instinct for identifying patterns and turning one-off fixes into scalable solutions
- Willing to work weekends when required for events (expect a minimum of 5 per year)
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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