Loading...
LeadFull-timeRustAI
About the Role
Lyrebird Health is seeking a Customer Support Team Lead to help scale the support function as the customer base grows. This hands-on role involves coaching and supporting a team of Customer Support Associates, managing the day-to-day inbound support queue, and ensuring customers receive timely, high-quality, and empathetic support. You will work closely with the Customer Support & Enablement Lead, as well as Product and Engineering teams, to maintain service quality and continuously improve support operations.
Key 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 optimize 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
