Lead and support a team of Customer Support Associates, manage support queues, handle escalations, and collaborate with Product and Engineering teams to improve support operations.
The Role
Lyrebird Health is looking for a Customer Support Team Lead to help scale our support function as our customer base grows. This is a hands-on role where you’ll coach and support a team of Customer Support Associates, manage the day-to-day inbound support queue and ensure customers receive timely, high-quality, and empathetic support.
You'll work closely with the Customer Support & Enablement Lead, as well as Product and Engineering teams, to maintain service quality, support team development and continuously improve support operations.
About us
Lyrebird Health is transforming the quality and accessibility of healthcare by automating clinicians’ most time-consuming tasks. Thousands of clinicians across many disciplines already use Lyrebird — and that number is growing every day.
They trust us to deliver a fast, reliable, and secure experience. We value that trust above all else and strive to earn it while continuing to amaze our users.
What You'll Do
- 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
What We're Looking For
- 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
At Lyrebird, we don’t just write code — you’ll help shape the future of the human experience.
If you want to pioneer, to create, and to see your work touch lives directly, we’d love to hear from you.
We’re building a team that reflects the diversity of the people who’ll benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you’re from an underrepresented background in tech, we especially encourage you to apply — even if you don’t meet every single requirement.
Top Skills
Intercom
Lyrebird Health Melbourne, Victoria, AUS Office
Melbourne, VIC, Australia, 3121
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