Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Customer Support Team Lead managing customer support operations at Lyrebird Health. Leading a team to provide high-quality support while collaborating with Product and Engineering teams.
Responsibilities
- Lead, coach and support a team of Customer Support Associates
- Actively manage the support queue to meet SLA and response-time targets
- Handle customer escalations and complex issues with empathy and professionalism
- Jump on video or phone calls with customers to resolve issues quickly when needed
- Partner with Product and Engineering teams to identify, escalate, and resolve bugs
- Feed clear voice-of-customer insights and recurring issues back to Product and Engineering
- Become a product expert and support the wider team with knowledge of new and existing features
- Support onboarding and training of new team members
- Review tickets and provide quality feedback to improve consistency and performance
- Help maintain and optimise Intercom workflows and macros
- Contribute to internal documentation and Help Centre content
Requirements
- 3+ years experience in Customer Support or Customer Experience roles
- 1+ years experience leading, mentoring or coaching support team members
- Strong product understanding and ability to troubleshoot complex issues
- Hands-on experience with Intercom or similar support tools
- Excellent written and verbal communication skills
- Confidence working directly with customers via chat, email, phone, and video
- Experience supporting SaaS or technical products
- Familiarity with AI-assisted support tools or automation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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