Support Lead
TLDR
Own HubSpot support operations, manage case queues and KPIs, conduct quality audits, and coordinate device outreach and part replacement fulfillment.
The Support Lead is a critical operational role responsible for the day-to-day performance and quality of the customer support function. Based in the Los Angeles office, this individual oversees team KPI management, case distribution, quality assurance, and support desk operations. The Support Lead also partners closely with the Field Operations team to coordinate part replacement fulfillment and assist with client outreach related to consents and devices.
Core Competencies
Client-Centric Mindset
Team Leadership & Coaching
Process Ownership & Accountability
Attention to Detail
Cross-Functional Collaboration
Adaptability & Problem-Solving
Team performance & KPIs: Monitor, track, and report on team KPIs; identify performance trends and work proactively with team members to address gaps and celebrate wins; conduct regular performance check-ins and provide coaching to support staff.
Case load management: Assign and distribute incoming support cases equitably across the team based on priority, complexity, and team member capacity; monitor queue health throughout the day to prevent backlog and ensure SLA adherence.
Quality assurance: Conduct regular quality audits of case handling, written communications, and call interactions; develop and maintain QA scorecards and audit frameworks aligned with company standards; share audit findings with individual agents and leadership, and facilitate improvement plans as needed.
Support desk operations: Serve as the primary administrator and day-to-day owner of the HubSpot support desk; maintain ticket workflows, pipelines, and reporting dashboards within HubSpot; ensure data integrity across all support records and enforce consistent documentation practices.
Customer communication & phone support: Answer inbound customer phone calls and provide direct support or route to the appropriate team member; assist with outbound customer outreach as needed, including follow-ups on open cases and status updates; maintain a professional and empathetic communication standard in all customer interactions.
Customer outreach – Consents & Devices: Support the team in conducting client outreach related to consent collection and device-related inquiries; coordinate with internal stakeholders to ensure timely and accurate client communication around consent and device workflows.
Team performance: Monitor, track, and report on team KPIs; proactively address performance gaps and recognize wins.
Queue health: Prevent backlog and maintain SLA adherence through active case load management throughout the day.
Quality: Conduct regular QA audits of case handling, communications, and calls; share findings and facilitate improvement plans.
2+ years of experience in a customer support or client services environment.
1+ year in a lead, supervisory, or senior support role.
Proficiency with HubSpot CRM/Support Desk or comparable helpdesk platforms.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills.
Demonstrated ability to conduct quality reviews and provide constructive feedback.
Comfortable working on-site in a collaborative, team-based office environment.
Exposure to KPI reporting tools, dashboards, or data visualization.
Bilingual (English/Spanish) — a plus given the Los Angeles market.
Circadia Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by law.
Benefits
Health Insurance
100% company-paid medical, dental, and vision coverage
Company social and team-building events
Culture: hard-working, mission-driven, and collaborative — with weekly and monthly social events like yoga, beach bonfires, and Wednesday/Friday team lunches.
Paid Time Off
Competitive time off with pay policies including vacation, sick days, and company holidays
Stock Options
Meaningful employee stock options
Circadia Health is a healthcare AI company dedicated to preventing avoidable hospitalizations and streamlining senior care operations. Our Circadia Intelligence Platform leverages contactless sensing and predictive analytics to provide actionable insights for healthcare providers, impacting over 40,000 post-acute patients daily. We're transforming patient monitoring with technology that integrates seamlessly into existing healthcare systems.
- Founded
- Founded 2016
- Employees
- 51-200 employees
- Industry
- medical devices
- Funding stage
- Series A
- Total raised
- $410K raised