Support Lead

Circadia Health•El Segundo, CA

1d•Onsite

About The Position

Circadia Health is a growth-stage healthcare AI company focused on preventing hospitalizations and improving senior care. The Circadia Intelligence Platform uses contactless sensing, predictive models, and enterprise integrations to monitor patients and detect adverse events. The company's technology is used daily by over 40,000 post-acute patients and is backed by leading investors. The Support Lead is a key operational role responsible for the daily performance and quality of the customer support function. This individual will manage team KPIs, case distribution, quality assurance, and support desk operations. They will also collaborate with the Field Operations team on part fulfillment and client outreach for consents and devices.

Requirements

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.

Nice To Haves

Bilingual (English/Spanish)

Responsibilities

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.
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.
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.
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.
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.
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.
Collaborate with the Field Operations team in the Los Angeles office to fulfill part replacement orders; process, track, and confirm part replacement requests from initiation through delivery; maintain accurate inventory and fulfillment records, flagging shortages or delays to the appropriate teams.