Customer Service Executive

Let’s Do This is the online company getting people 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 5 million bookings every year, driving growth for our industry from large-scale races like the UK’s London Marathon Events, Great North Run and San Francisco’s Bay To Breakers to hero races like the Hackney Half, the London Triathlon, 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 were the fastest growing company on YCombinator, and our investors also include Tier 1 VCs NFX, EQT, and legendary individuals Serena Williams and Usain Bolt.

How did we do it?

With an exceptional team. The Let’s Do This team brings in experience ranging from London’s fastest growing start-ups to the world's biggest tech companies, including Facebook, Google, Deliveroo, King and Skyscanner.

We’re passionate about finding fantastic talent to add to an already extraordinary group. Having recently been named as one of Europe's and the UK’s top 100 startups 2022 by Otta and Top 15 Startups (2021) by Linkedin, it couldn't be a more exciting time to join our team.

The Team

Sitting with our Go To Market Team, our Customer Service team’s mission is to provide the most informative, speedy, friendly and proactive customer service on the planet. As the first line of contact with our participants, Customer Service has a crucial role to play to give them a fantastic experience of LDT, and to represent our brand to our community. Our participant interactions are also an invaluable source of user insights, and so our CS team works closely with our product teams to make sure they’re building for our participants. The CS team also works closely with our organizer-facing teams to ensure that participant issues are resolved in a way that works for the event organizers whose tickets we’re selling.

The Role

Reporting to the Customer Service Lead, you’ll be part of a small transatlantic team focussing on the US market and working hard to keep customer satisfaction high as our business scales. You’ll need a deep understanding of our customer’s needs, always hearing and representing their point of view, and providing empathetic and proactive resolutions.

Your goal will be to achieve the best outcome for every query; for the customer (participant at an event), for the organizer (who hosts the event) and for our business (the marketplace connecting the customer to the event). You need to be thoughtful, considered and thorough to find solutions that work for all parties.

You’ll be tasked with answering queries promptly and thoroughly through emails, messages and social media, always prioritizing and managing your time well.

You’ll also provide first touch support for our US Organizers, supporting where you can with amends to their event pages and registration flows, and where things are more complicated, raising tasks ready for the UK Event Support Team to action.

Responsibilities

• Use our Freshdesk & Intercom systems to respond to enquiries as they come in, and action requests for event refunds and transfers according to our policies, and in line with event organizer’s protocol
• Process bookings on third party sites as required
• Work with our Sales and Partner Success teams to ensure that how we’re doing Customer Service works for the event organizers whose tickets we’re selling
• Work with our product teams to share thoughts, feedback and ideas to improve internal tooling
• Provide feedback from our participants to our product teams
• Recommend and drive updates to 3rd party tools

About you

• Committed to, and take pride in delivering excellent customer service consistently
• Extreme attention to detail – spotting small changes and things that “just don’t seem right”
• Intrigued by complex situations rather than overwhelmed by them
• You see the solution, not just the problem
• A real team player, motivated by the success of the team as well as your individual performance
• Winning mentality, always going the extra mile to get the job done
• Resilient and determined, self-motivated and upbeat
• Natural communicator, with strong verbal and written communication skills
• Flexible and adaptable, you thrive from a challenge and want to make an impact
• Fast learner, enjoy and driven by professional and personal growth