Customer Support Specialist

Job description

### **The Role** Lyrebird Health builds technology that gives clinicians back the time they spend on documentation, and every clinician who uses our product needs to feel genuinely supported along the way. The Customer Support Specialist is the trusted voice clinicians turn to when something isn't working and they need help fast. You'll own the full support lifecycle from first contact through to resolution, across live chat, phone calls, and online training. That means not just solving problems, but helping clinicians get more from Lyrebird every day: building confidence, reducing friction, and ensuring no one feels lost in admin work alone. This role suits someone who finds satisfaction in helping others, stays calm under pressure, and takes genuine ownership of every interaction. You follow through, translate the technical into the human, and leave every clinician feeling heard rather than just answered. ### **About Us** Lyrebird Health is transforming the quality and accessibility of healthcare by automating clinicians' most time-consuming tasks. Thousands of clinicians across multiple disciplines use Lyrebird every day in environments where accuracy, safety, and time matter deeply. Everything we build is grounded in earning trust, reducing cognitive load, and delivering meaningful impact at scale. ### What you'll do - Support clinicians across live chat, phone, and online training channels, ensuring every interaction is empathetic, accurate, and timely - De-escalate frustration with patience and care, turning difficult moments into positive experiences that build long-term trust - Take full ownership of queries from first contact to resolution, never leaving a clinician without a clear path forward - Identify when an issue requires escalation and transition it smoothly to the right team member or channel - Proactively share tips, guidance, and best practices to help clinicians get more value from Lyrebird - Translate technical concepts into clear, accessible language that builds clinician confidence rather than adding to it - Spot recurring pain points and advocate internally for product and process improvements - Collaborate across departments to ensure clinicians always receive consistent, high-quality support ### What you'll bring - A genuine customer service mindset and the ability to see every interaction through the clinician's eyes and tailor your response accordingly - Strong written and verbal communication skills, with the ability to be clear, honest, and warm even in difficult conversations - A track record of following through, because clinicians should be able to rely on what you tell them - Proven problem-solving ability and a bias toward ownership, not hand-offs - The ability to pick up new platforms and workflows quickly, and explain them simply ### Nice to have - Experience in a health tech, SaaS, or clinical environment - Familiarity with support tooling such as Intercom, Zendesk, or similar platforms - Experience delivering training or running onboarding sessions for end users - Background working directly with clinical or allied health professionals