Implementation Specialist - EU

Open builds AI that handles customer support for businesses where it actually matters, companies like MoneyGram, Mollie, TicketSwap, and More.com, running at scale, serving millions of people. We're backed by Y Combinator.

We are guided by a set of values that define who we are and who we hire: Customer Obsession, High Standards, and a genuine belief that great work, the kind that actually changes how a business operates, is worth doing properly.

From the first discovery call to go-live and beyond, you're the person who makes Open real for our customers, technically and operationally. You'll configure agents, integrate with customer systems, train their teams, and stay close to the work until it's running well in production. When customers succeed, it's because of you.

This isn't a support role or a project management role. It's the job for someone who gets genuinely excited about the moment an AI agent handles something hard, correctly, on the first try and wants to make that happen for every customer they touch.

What you'll do:

• Lead end-to-end customer onboarding: Own every deployment from kickoff through go-live, discovery, configuration, integration, training, handoff. You set the pace and you're accountable for the outcome
• Configure AI agents that work in production: Get into the platform, build conversation flows, tune agent behavior, wire up APIs until it's doing exactly what the customer needs. Real-world messy, not demo-clean
• Train teams and drive adoption: Run enablement sessions with customer teams at every level. The technical setup is half the job. The other half is making sure people actually use it and believe in it
• Debug the hard stuff: Production issues don't wait. When something's broken or not performing, you dig in, methodically, fast, and without needing someone to hand you the answer
• Shape the product: You'll have context no one else has, what's confusing customers, what's breaking, what's missing. Feed that back to the team. Your observations will directly influence what we build next
• Document and scale your impact: Every implementation makes you smarter. Write it down. Build the playbook. What you learn becomes how Open scales

• 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, and similar)
• Hands-on experience with AI agents and prompt engineering, or a strong willingness to learn fast. Open is AI-native, so you'll be working with agents every day
• Excellent project management instincts, you keep multiple implementations on track and on time without dropping the ball
• Excellent English communication, clear writing and confident speaking on video calls with enterprise stakeholders
• A bias for action: you operate effectively in fast-moving environments, prioritize speed and customer impact, and find creative ways to ship
• Comfortable working remotely with customers across multiple global time zones

• Experience deploying or supporting LLM/AI systems in production
• Familiarity with eval frameworks, agent tooling, or prompt engineering at scale
• Previous experience as a founding implementation hire, solutions engineer, or technical CSM at an early-stage startup
• A track record of turning messy, ambiguous customer problems into structured, repeatable processes

• Top-of-market compensation
• Health insurance
• Real ownership over how customers experience our product
• Working directly with the founding team at a high-growth, YC-backed startup