Customer Support Lead
Lyrebird Health
full-time
Posted on:
Location Type: Hybrid
Location: Melbourne • 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcustomer experiencetroubleshootingSaaStechnical supportAI-assisted supportautomation
Soft skills
leadershipcoachingempathyprofessionalismcommunicationproblem-solving