Customer Support Specialist
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Job Description
Customer Support Specialist providing support to clinicians at Lyrebird Health. Managing interactions through chat, phone, and online training to enhance clinician experience.
Responsibilities:
- 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
Requirements:
- 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
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