Customer Support Specialist
Core
Trusted voice for clinicians needing fast help with Lyrebird Health's documentation automation technology, resolving issues across live chat, phone, and online training.
Role type
Customer Support Specialist (Health Tech SaaS)
Builds
Lyrebird Health's clinician-facing documentation automation platform
Domain
Health technology / SaaS
Deliverable
client delivery
Required skills
empathetic communication, de-escalation, full ownership of support lifecycle, translating technical concepts, identifying recurring pain points, cross-department collaboration
Preferred skills
health tech or SaaS experience, familiarity with Intercom/Zendesk, training delivery experience, background working with clinical professionals
Responsibilities
Support clinicians across live chat, phone, and online training channels; De-escalate frustration to build long-term trust; Take full ownership of queries from first contact to resolution; Identify and escalate issues to the right team; Proactively share tips and best practices; Translate technical concepts into accessible language; Spot recurring pain points and advocate for product improvements; Collaborate across departments for consistent support
Seniority
Individual Contributor
