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

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

Customer Support Specialist

Key skills