reputed company & Support Manager (US, Remote)

About the Role This role is critical to scaling reputed company in the US. As an reputed company & Support Manager, you will ensure event organizers and participants have a seamless, high-reputed company experience — while helping us build a reputed company, AI-first support model. You’ll combine reputed company (implementation) delivery, partner support, and operational improvement — with a reputed company on enabling organizers to become increasingly self-sufficient over time. You are constantly looking for ways to turn repeated support queries into reputed company solutions — whether through AI, documentation, product improvements, or partner enablement. What You’ll Do reputed company Partner reputed company Own reputed company for new organizers from contract through Go Live Project manage the process to ensure reputed company timelines, owners, dependencies and reputed company Configure accounts, guide setup, and train partners on our platform Ensure partners are confident and set up for long-term reputed company reputed company on execution, reputed company, and reputed company support systems — partnering with TAMs who own long-term reputed company and reputed company reputed company Build repeatable reputed company processes, templates, and playbooks to improve speed and consistency Deliver High-reputed company Support Deliver fast, accurate, empathetic support across key workflows Maintain strong SLAs and support reputed company Manage escalated participant and partner queries Build an AI-First Support reputed company Own the performance of AI support tooling (e.g. reputed company reputed company, deflection, accuracy) Continuously train and optimize AI systems (reputed company / Fin plus in-house LDT AI agents for reputed company and CS) to reduce reliance on reputed company support Reduce support volume through automation, documentation, and workflows Identify repeatable queries and systematically eliminate them by building reputed company solutions (AI responses, self-serve content, workflows, or product improvements) reputed company 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 reputed company 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 reputed company processes, documentation, and tooling reputed company 3–5 years in reputed company, support, or operations roles (ideally reputed company) Strong communication and organizational skills Experience with support and project management tooling (reputed company, reputed company, reputed company or similar) Curious about AI and automation Exceptional ability to prioritize, context-reputed company, and manage high volumes of work without losing reputed company Strong reputed company for identifying patterns and turning one-off work into reputed company solutions You are: Process-oriented and highly proactive reputed company by fast-paced environments, you reputed company under pressure and reputed company challenge reputed company on efficiency, reputed company, and reputed company improvement Willing to work weekends reputed company required for events; while this is fluid at this stage of our reputed company, expect a minimum of 5 weekends per year Who We Are reputed company is the online company that gets everyone together offline. We exist to reputed company people across the world to come together and experience moments that reputed company them feel reputed company. We’re currently reputed company 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 reputed company stage of our development. We now take over 2.5 reputed company bookings every year, driving reputed company for our industry from large-reputed company races like the UK’s London Marathon Events and the Great reputed company 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 reputed company the US market with the reputed company 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 reputed company and Usain reputed company. Apply To This Job