Director of Technical Support

Opus1 is building software for music and performing arts schools, and they are looking for a Director of Technical Support to lead the evolution of their support function. The role involves enhancing infrastructure, scaling teams, and empowering a highly reliable support experience for educators. The ideal candidate is passionate about customer experience and building efficient systems.

Requirements

• 5+ years experience leading technical support or help desk teams
• Proven success managing and scaling distributed teams (US + offshore)
• Strong experience with Zendesk and in-app chat platforms
• Strong experience with support processes, SLAs, tagging systems, and escalation workflows
• Data-driven approach to capacity modeling and team planning
• Exceptional cross-functional communication and collaboration skills
• Passion for empowering customers and a high bar for service quality

Benefits

• Collaborative work environment
• Opportunity for impact
• Scalable company