Support Lead.

The Role

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

What You'll Do

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.

How Success is Measured (KPIs)

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.

HubSpot hygiene: Ensure data integrity across all support records; maintain workflows, pipelines, and dashboards with consistent documentation.

Must-Have Qualifications

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) — a plus given the Los Angeles market.