Support Lead

Client-Centric Mindset

Team Leadership & Coaching

Process Ownership & Accountability

Attention to Detail

Cross-Functional Collaboration

Adaptability & Problem-Solving

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.

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.

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.