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.
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
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.
Bilingual (English/Spanish) — a plus given the Los Angeles market.
Powered by the world’s first FDA-cleared truly contactless patient monitoring system, Circadia improves clinical outcomes through early detection. The technology monitors a patient’s respiratory rate from up to 8 feet away without anything on the bed or body. Clinicians use this data to identify medical events such as Congestive Heart Failure, COPD Exacerbations, Pneumonia, Sepsis, UTIs, and Falls — several hours and days in advance. A team of virtual nurses review data from the device and analyze trends in the patient’s electronic health record to deliver personalized, predictive risk alerts 24/7/365.
