Company
Operations
SupportLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Support Lead. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, Team Leadership & Coaching, Process Ownership & Accountability, Adaptability & Problem-Solving. day-to-day performance and quality of the customer support function. team KPI management”
What You'll Achieve.
Team performance & KPIs; Queue health; Quality; HubSpot hygiene; Monitor, track, and report on team performance; proactively address performance gaps and recognize wins; Prevent backlog and maintain SLA adherence through active case load management throughout the day; Conduct regular QA audits of case handling, communications, and share findings and facilitate improvement plans; Ensure data integrity across all support records and maintain workflows, pipelines, and dashboards with consistent documentation
Industry & Context.
Adaptability & Problem-Solving; work proactively with team members to address gaps
Comfortable working on-site in a collaborative, team-based office environment
What They're Looking For.
Must Have
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, 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 Have
Bilingual (English/Spanish) — a plus given the Los Angeles market
What You'll Do.
day-to-day performance and quality of the customer support function
support desk operations
coordinate part replacement fulfillment
assist with client outreach related to consents and devices
and report on team performance
identify performance trends
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
monitor queue health throughout the day to prevent backlog and ensure SLA adherence
Conduct regular quality audits of case handling
written communications
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
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
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 workflows
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 requests
and confirm part replacement requests from initiation through completion
maintain accurate inventory and fulfillment records
flagging shortages or delays to the appropriate teams
How You'll Work.
Team & Collaboration
partners closely with the Field Operations team to coordinate part replacement fulfillment; assist with client outreach related to consents and devices; work proactively with team members to address gaps and celebrate wins; provide coaching to support staff; share audit findings with individual agents and leadership; 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 requests; flagging shortages or delays to the appropriate teams
Communication Scope
Excellent written and verbal communication skills; professional and empathetic communication standard in all customer interactions
Process & Methodology
manage multiple priorities in a fast-paced environment
Full Job Description
## 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; m
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