Support Lead

About the role

Responsibilities

• 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.
• Parts fulfillment & field ops coordination: 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.

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.