THE REPRESENTATION TEST
People who represent the company well
“Opus finds people who genuinely care about the work and represent your company the right way. I’ve personally referred them to at least seven other owners.”
THE PROMISE IN THE QUEUE
Support leadership is the promise behind every SLA
Intercom and Zendesk are tools. An SLA is a promise. A strong support lead connects the queue, the escalation and the customer’s expectation so service quality does not depend on who happens to be online.
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Put an owner behind the promises your support team makes.
Intercom and Zendesk fluencySLA discipline97% retained after one year
ABOUT SUPPORT LEADERS
Questions about owning the SLA
Does the role require Intercom or Zendesk experience?
The role page names both tools, along with SLA discipline. Specific platform fluency transfers; the senior requirement is owning the operating standard.
What should the support lead do when a ticket escalates?
The lead should own the escalation path, make the decision visible and keep the customer promise from becoming an executive task.
Can this be a full-time teammate?
Yes. Opus places dedicated, full-time talent embedded in your team, with payroll and compliance handled behind the scenes.
How long does the hiring process take?
The shortlist generally arrives in three to five days, and onboarding is fourteen days on average.
KEEP THE PROMISE
Give your support queue a leader customers can feel
Tell us which service promise is slipping. We will help define the support lead who can own the queue, the SLA and the escalation path.
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