Customer Service Representative helping customers navigate financial services and banking issues. Engaging in problem - solving and providing support in a supportive team environment.
About the role
- Customer Support Specialist assisting clinicians with Lyrebird's technology. Ensuring timely resolutions and aiding clinicians in navigating documentation tasks while building trust and confidence.
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
- 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
Benefits
- Supporting diverse and underrepresented backgrounds in tech
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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