Implementation & Support Specialist

Opus Training Inc.

3d•Hybrid

About The Position

This role is for an Opus product expert responsible for ensuring customers derive maximum value from the platform, from initial onboarding through ongoing usage. The specialist will deeply understand the platform, resolve issues promptly, and help customers establish sustainable usage habits. Internally, this role involves translating field observations into improved Customer Success (CS) team processes and providing refined feedback to Product and Marketing teams. The position requires both technical proficiency and genuine customer empathy. The individual will collaborate directly with customers and the Opus product leadership team to offer feedback, enhance the product, and ensure positive customer outcomes.

Requirements

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
Highly curious — comfortable digging in to understand systems, integrations, and customer workflows
Excellent communicator — able to explain things clearly, whether writing help content or walking a customer through a complex setup
AI-native — 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 — experience in environments where figuring things out was necessary
Organized and systems-minded — able to build structure where there isn't any

Nice To Haves

Experience with Intercom, Datadog, Notion a plus

Responsibilities

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
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
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
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