Onboarding & Support Manager (US, Remote)

About the Role

This role is critical to scaling Let’s Do This in the US.

As an Onboarding & Support Manager, you will ensure event organizers and participants have a seamless, high-quality experience — while helping us build a scalable, AI-first support model.

You’ll combine onboarding (implementation) delivery, partner support, and operational improvement — with a focus on enabling organizers to become increasingly self-sufficient over time.

You are constantly looking for ways to turn repeated support queries into scalable solutions — whether through AI, documentation, product improvements, or partner enablement.

What You’ll Do

Lead Partner Onboarding

• Own onboarding for new organizers from contract through Go Live

• Project manage the process to ensure clear timelines, owners, dependencies and progress

• Configure accounts, guide setup, and train partners on our platform

• Ensure partners are confident and set up for long-term success

• Focus on execution, onboarding, and scalable support systems — partnering with TAMs who own long-term strategy and commercial outcomes

• Build repeatable onboarding processes, templates, and playbooks to improve speed and consistency

Deliver High-Quality Support

• Deliver fast, accurate, empathetic support across key workflows

• Maintain strong SLAs and support quality

• Manage escalated participant and partner queries

Build an AI-First Support Engine

• Own the performance of AI support tooling (e.g. resolution rate, deflection, accuracy)

• Continuously train and optimize AI systems (Intercom / Fin plus in-house LDT AI agents for growth and CS) to reduce reliance on human support

• Reduce support volume through automation, documentation, and workflows

• Identify repeatable queries and systematically eliminate them by building scalable solutions (AI responses, self-serve content, workflows, or product improvements)

Enable Partner Self-Sufficiency

• Help organizers build and run their own support operations

• Train partners on tools, workflows, and best practices

• Encourage and guide adoption of AI-assisted support, driving measurable increases in partner self-sufficiency over time

• Reduce reliance on LDT support by enabling partners to resolve common issues independently

Event & Onsite Support

• Support organizers with their event day preparation, drafting and executing runbooks for clear ownership and task management, and iterating after the event

• Travel to events to support race-day operations

• Train volunteers and troubleshoot issues live

• Ensure smooth execution during high-pressure moments

Drive Operational Improvements

• Identify patterns, inefficiencies, and friction points

• Feed insights into Product and GTM teams

• Improve onboarding processes, documentation, and tooling

About You

• 3–5 years in onboarding, support, or operations roles (ideally 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 work into scalable solutions

You are:

• Process-oriented and highly proactive

• Energized by fast-paced environments, you thrive under pressure and embrace challenge

• Focused on efficiency, quality, and continuous improvement

• Willing to work weekends when required for events; while this is fluid at this stage of our growth, expect a minimum of 5 weekends per year

Who We Are

Let's Do This is the online company that gets everyone together offline.

We exist to inspire people across the world to come together and experience moments that make them feel alive. We’re currently going after mass participation sports events (Marathons, Triathlons, 10Ks, 5Ks, swim races), where we’re proud to be the global leader.

We’re at a super exciting and rapid stage of our development. We now take over 2.5 million bookings every year, driving growth for our industry from large-scale races like the UK’s London Marathon Events and the Great North Run to hero races like the Hackney Half, Peachtree Road Race and the Honolulu Marathon, or grassroots races like those from RunThrough.

We’ve grown exponentially in the UK since our launch in 2017 and are now in the process of expanding within the US market with the same energy our brand represents. We’ve raised $90M to date and our investors also include Tier 1 VCs NFX, EQT, and legendary individuals like Serena Williams and Usain Bolt.