Onboarding & Live Event Support Lead

Let's Do This; Greater London; Hybrid; GBP 52,000 - 71,000; Full time

Job summary

Let’s Do This is seeking an Onboarding & Support Executive to deliver a world-class experience for US-based Event Organizers. You’ll drive onboarding, enable smooth event setup, and support live events on our platform.

In this hands-on role, you’ll partner with Account Management, Product and Engineering to refine processes, create playbooks, and scale operations for peak event days. The ideal candidate has SaaS support/ops experience and a proactive mindset, with willingness to travel.

Qualifications

• 3–5 years in SaaS support/ops
• Strong communication and organizational skills
• Experience with Intercom/Notion/Asana
• Curious about AI and automation
• Ability to prioritize and manage high volumes of work

Responsibilities

• 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 elevate 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
• As you develop platform expertise, you'll take on onboarding responsibilities — supporting new Event Organizers from kickoff through Go Live, reviewing event builds, and running training sessions

Skills

Organizational skills

Communication skills

SaaS support

Project management tooling

Tools

Intercom

Notion

Asana

Job description

Let’s Do This is seeking an Onboarding & Support Executive to deliver a world-class experience for US-based Event Organizers. You’ll drive onboarding, enable smooth event setup, and support live events on our platform.

In this hands-on role, you’ll partner with Account Management, Product and Engineering to refine processes, create playbooks, and scale operations for peak event days. The ideal candidate has SaaS support/ops experience and a proactive mindset, with willingness to travel.