Customer Support Specialist

🕒 May 10

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Lyrebird Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

Healthcare Insurance • SaaS • Artificial Intelligence

Lyrebird Health is an AI medical scribe that securely listens to clinical consultations in the background, converts speech to text in real time without storing audio, and generates tailored clinical notes, referrals, summaries, and other documents ready for transfer into electronic medical records. It emphasizes practitioner and patient privacy, regulatory compliance, integration with EMRs, and continuous learning from user edits to improve note quality and match individual documentation styles. The product targets a wide range of healthcare professionals and offers features like dictation, personalised templates, smart editing, and rapid one-click or copy-paste transfer into medical records.

📋 Description

• 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