VP of HR leading customer service initiatives at Synchrony, collaborating across global teams for effective HR solutions. Driving employee engagement and operational excellence within the organization.
About the role
- Customer Support Team Lead managing customer support operations at Lyrebird Health. Leading a team to provide high-quality support while collaborating with Product and Engineering teams.
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 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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