Implementation Specialist

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Open (YC W24)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2025

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

Open is a YC-backed company that provides an AI-driven customer support platform which automates and unifies support across channels (voice, chat, email, WhatsApp, Slack, social) for enterprise customers. Its single AI engine powers agents that handle conversations, execute workflows by calling APIs, ingest and keep knowledge fresh from documents and resolved tickets, and integrates with existing helpdesks like Zendesk, Salesforce, Intercom, HubSpot and Freshdesk. Open emphasizes security and compliance (SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready), offers a $2M satisfaction guarantee for the first 120 days, and positions itself as a B2B SaaS solution for mission-critical customer support.

📋 Description

• Lead End-to-End Onboarding: Own every customer implementation from kickoff through go-live: setup, configuration, integrations, and adoption. • Configure the Platform: Set up Open.cx to match each customer's workflow, including connecting tools like Zendesk, Intercom, HubSpot, and others. • Train Customer Teams: Run enablement sessions and ensure successful adoption at every level of the customer organisation. • Debug & Troubleshoot: Resolve complex implementation issues, including third-party integrations. • Collaborate Internally: Work closely with Customer Engineering and Product teams; share customer feedback and help prioritise improvements. • Build Platform Expertise: Develop deep knowledge of our AI agents and prompt iteration so you can advise customers on their optimal setup. • Document & Scale: Write up recurring implementation patterns to strengthen internal knowledge and customer resources.

🎯 Requirements

• Previous experience leading customer implementations, onboardings, or technical projects in a SaaS environment. • Strong technical aptitude, comfortable working with APIs, integrations, and configuration tools (Zendesk, Intercom, HubSpot, etc.). • Hands-on experience with AI agents and prompt engineering, or strong willingness to learn fast (Open.cx is AI-native). • Excellent project management skills keeping multiple customer implementations on track and on time. • Excellent English communication clear writing and confident speaking on video calls with enterprise stakeholders. • Bias for action in a fast-moving startup: you prioritise speed, customer impact, and getting things done. • Comfortable working remotely with customers across multiple global time zones.

🏖️ Benefits

• YC-backed with real traction we are in-market, growing, and trusted by enterprise names you know. • Outsized career trajectory early team members grow into leadership as we scale globally. • Real ownership your work will be seen, felt, and talked about company-wide. • High-trust team no politics, no bureaucracy; we move fast and support each other. • Competitive compensation top-of-market salary plus equity and full benefits.