Director of Technical Support - Remote

Overview

At Opus1, we’re building the operating system for music and performing arts schools, and we’re just getting started. We believe that great customer experience starts with exceptional support. That’s why we’re hiring a Director of Technical Support to level up and lead our Support function. You’ll lead the evolution of our Support function, enhancing infrastructure, people operations, and customer touch points.

In Short

• Own the Support strategy across in-app chat, email support, ticketing, and help center infrastructure (Zendesk transitioning to HubSpot)
• Redesign foundational systems: improve tagging, triage, escalation protocols, and prioritization frameworks
• Build and manage a high-performing global support team, including US-based and offshore resources
• Ensure full coverage of our 9am–9pm EST support window through thoughtful scheduling and staffing models
• Model and forecast capacity based on volume trends, product growth, and seasonal demand
• Partner cross-functionally with Product, Engineering, and CX to ensure timely resolution and closed-loop feedback
• Oversee technical documentation and internal training for new hires and ongoing enablement
• Lead with values and set the tone for a support culture grounded in empathy, accountability, and customer love

Requirements

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

Benefits

• Join a passionate, scrappy, and collaborative team where your work will have immediate impact
• Help build the kind of company you’d be proud to support