As a Customer Support Associate, you will be the trusted voice clinicians rely on, providing empathetic, fast, and effective support via live chat, email, and phone. You’ll be there for clinicians when they need help the most, whether it’s guiding them through an issue, calming a frustrated clinician, or escalating urgent cases when needed. Reporting to the Customer Support Team Lead, you’ll play a vital role in making every clinician’s experience with Lyrebird seamless and stress-free.

What you'll do:

• Be the Helping Hand – Support clinicians through live chat, email, and phone, ensuring they feel heard and valued.
• Solve with Empathy – Comfort and assist frustrated clinicians with patience, care, and effective solutions.
• Own Every Interaction – Take full responsibility for queries, seeing them through from start to resolution.
• Escalate When Needed – Identify critical issues and smoothly transition them to phone support when required.
• Be the Friendly, Reassuring Voice – Create a human connection, making every interaction feel personal and positive.
• Educate & Empower – Help clinicians get the most out of Lyrebird by proactively sharing tips and guidance.
• Translate Tech into Clarity – Break down technical concepts into simple, clinician-friendly language.
• Think Ahead – Identify common pain points and advocate for improvements to enhance the clinician experience.
• Work as One Team – Collaborate across departments to ensure clinicians always get the best possible support.

Skills:

• Customer-focused mindset – Ability to see through the clinician’s perspective and tailor solutions to their needs.
• Strong communication skills – Excellent written and verbal skills to deliver clear, empathetic, and honest communication.
• Commitment to follow-through – Delivers on every promise, ensuring clinicians can rely on the support they receive.
• Problem-solving and ownership – Takes full responsibility for queries and is driven to find effective solutions.
• Tech-savvy – Quick to pick up new platforms and workflows, translating technical concepts into simple explanations.
• Time management and prioritisation – Effectively handles multiple queries while ensuring thorough and timely responses.
• Collaboration and teamwork – Works closely with internal teams to advocate for clinicians and drive meaningful change.
• Proactive approach – Anticipates potential challenges, actively seeks feedback, and contributes to improvements.

Experience Level:

• 1-2 years of professional experience, ideally in a customer-facing role.
• Experience working in a tech healthcare startup is ideal but not essential.