Implementation & Support Specialist
About the Role
You are Opus's product expert. Your job is to make sure customers get real value out of the platform, from onboarding through ongoing use. Customers rely on you to understand the platform deeply, solve problems quickly, and help them build habits that stick. Internally, you translate what you're seeing in the field into better processes for the CS team and sharper feedback for Product and Marketing. It's a role that requires both technical fluency and genuine customer empathy.
This person will not only work directly with customers, but also the Opus product leadership team to provide feedback, improve the product, and ensure positive customer outcomes.
What You'll Own
Customer Support
Handle inbound support monitoring emails, calls, and live chats with platform users within required SLAs
Troubleshoot technical issues raised by customers
Participate in on-call rotation alongside the Customer Success Team for off-hours coverage
Reproduce and document reported bugs before routing to Product, ensuring issues are clearly scoped and actionable
Customer Education
Be an Opus product expert, developing a deep fluency in the product and becoming the go-to resource for how it works and best practices
Build and maintain our external customer knowledge base, making it a hub of both consultative best practices and technical how-tos
Administer and facilitate product update communications with customers
Help maintain our training marketplace templates in the Opus dashboard
Deliver live training sessions for customers at key points in the lifecycle, including onboarding and product updates
Technical Onboarding
Configure new customer accounts and set up their initial workspace, content, and integrations ahead of go-live
Own integrations onboarding (HRIS, guest feedback systems, and other third-party tools)
Coordinate and manage migration projects for newly onboarding customers or customers signing up for additional products (at times overseeing third-party contractors)
Support customers onboarding to new tools or expanding into additional products
Team Enablement
Build and deliver internal enablement to CS team to drive awareness, expertise and process surrounding product capabilities and technical processes.
Monitor the customer feedback coming in for new features and bug trends, routing insights to Product
Monitor platform usage and support trends to flag at-risk accounts and surface early signals to the CS team
Who You Are
Highly curious — you're naturally curious about how products work under the hood, and comfortable digging in to understand systems, integrations, and customer workflows
An excellent communicator — you're human-first in how you explain things, whether writing help content or walking a customer through a complex setup
AI-native — you're comfortable working in a fast-moving environment and using AI tools as a natural part of how you work
Not afraid of the gray area — you've worked in environments where you had to figure things out, not just execute playbooks
Organized and systems-minded — you instinctively build structure where there isn't any
Qualifications
1+ years in a technical support, implementation, or similar customer-facing role
Experience triaging, diagnosing, solving, and effectively routing customer questions, while maintaining high levels of communication
Empathetic, positive attitude with a desire to help our customers reach their goals
Experience with Intercom, Datadog, Notion a plus
Location
New York City - hybrid, in-office 3 days a week
California - remote
Perks
4 weeks paid time off
14 weeks paid parental
Full Medical, Dental, and Vision
Commuter benefit
Gym and Wellness
Mobile phone reimbursement
*Background Check Requirement: As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment