Support Lead

Circadiahealth; El Segundo (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Circadia Health, an AI-driven healthcare company in El Segundo/Los Angeles area, is seeking a Support Lead to manage day-to-day customer support, KPI tracking, case distribution, QA, and desk operations in the LA office.

You will partner with Field Operations to coordinate part replacement, consent outreach, and device-related communications, ensuring high-quality service and efficient processes.

Qualifications

• 2+ years in a customer support or client services role.
• 1+ year in a lead or supervisory capacity.
• Experience with HubSpot or similar helpdesk platforms.
• On-site collaboration in a team-based office.
• Bilingual English/Spanish is a plus.

Responsibilities

• Monitor, track, and report team KPIs; coach staff to improve performance.
• Assign and distribute cases to balance workload; maintain SLA.
• Conduct regular QA audits of case handling and communications.
• Administer HubSpot support desk, workflows, dashboards, and data integrity.
• Provide phone support and outbound outreach with professionalism.
• Coordinate consents and device-related outreach with Field Ops.
• Support parts fulfillment and field ops coordination in LA.

Skills

Client-Centric Mindset

Team Leadership

Process Ownership

Attention to Detail

Cross-Functional Collaboration

Adaptability

Tools

HubSpot CRM

Job description

About Circadia Health

Circadia Health is a growth-stage healthcare AI company on a mission to prevent avoidable hospitalizations and transform senior-care operations. Our Circadia Intelligence Platform combines:

• Contactless sensing that monitors respiration and motion with medical-grade accuracy
• Native predictive models that detect 85% of preventable adverse events several days in advance
• Enterprise integrations that operationalize predictions directly inside EHR, care‑coordination, billing, and compliance workflows

Today, our technology touches 40,000+ post-acute patients daily across skilled‑nursing, home‑health, and home‑care networks. We are backed by leading healthcare and AI investors and headquartered in El Segundo, CA.

Support Lead

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

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.

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.
• Bilingual (English/Spanish) — a plus given the Los Angeles market.