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 - FSA and Commuter benefits - Yearly wellness stipend - Mobile phone stipend *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