Technical Support Specialist - job 2 of 3

Opus1 is building the platform that powers the next generation of performing arts education. As a leading SaaS CRM for music and performing arts schools, we help organizations manage, grow, and engage their communities through modern, intuitive software that connects administrators, instructors, and students. We're a fast-growing startup passionate about enabling creative education to thrive!

We’re looking for a Technical Support Specialist to join our growing team. You’ll be responsible for delivering best-in-class support across chat, email, and calls, ensuring every customer interaction is timely, accurate, and reflects deep product expertise.

If you’re passionate about helping customers, solving problems, and creating consistently excellent support experiences, we want to meet you.

This role will be responsible for…

• Owning customer interactions across in-app chat, email, and calls, delivering timely, accurate, and high-quality support

• Supporting our customers in day to day utilization of Opus1 as well as supporting DIY onboarding customers with real time implementation questions

• Troubleshooting product issues and guiding customers through workflows with clarity and confidence

• Maintaining strong response and resolution times aligned with support SLAs

• Creating “a-ha” moments by helping customers better understand and adopt the platform

• Utilizizing HubSpot to manage, prioritize, and resolve tickets with strong ticket hygiene (tagging, categorization, documentation)

• Following triage and escalation protocols to ensure issues are routed and resolved efficiently

• Identifying recurring issues and surfacing trends to Support leadership

• Supporting the maintenance of Knowledge Base articles, FAQs, and internal documentation to improve self-service and team efficiency

• Partnering cross-functionally with Customer Success, Onboarding, Product, and Sales to ensure seamless customer experience, issue resolution and feedback loops

You’re a solid fit for this role if you…

• Bring 1+ year(s) of experience in technical support, customer support, or help desk roles

• Enjoy supporting customers across chat, email, and/or phone channels

• Demonstrate strong written and verbal communication skills with the ability to explain technical concepts simply

• Are committed to delivering best-in-class customer support experiences

• Have a knack for problem-solving and multitasking in a fast-paced environment

• Take a hands-on, curious approach to problem-solving; you are driven to investigate, learn, and find answers independently before escalation

• Consider yourself proactive, solutions-oriented mindset with a strong sense of ownership

Bonus points for candidates who have…

• Experience working in a SaaS environment

• Experience with HubSpot, Zendesk, or similar ticketing systems

Why Opus1?
We’re on a mission to modernize how performing arts schools operate - starting with software that actually works the way studio owners and educators do. Backed by incredible customers and a passionate team, we’re scaling fast across music, dance, and beyond.

You’ll join a collaborative, scrappy team where your work will have immediate impact. Support is a critical part of how we deliver value to our customers, and you’ll play a key role in shaping that experience every day.

Travel Requirements:

This role requires mandatory travel for company events. Candidates must be willing and able to travel as needed, including air travel.

Benefits at Opus1

• Medical, Dental, and Vision insurance to keep you covered

• 401(k) to help you plan for the future

• Paid Holidays and Flexible PTO

• Remote Work

• Office Equipment Reimbursement

Are you ready to join a company where art, technology, and community meet? Apply today and help us create solutions that empower educators to focus on what matters most: inspiring the next generation. We look forward to hearing from you!