---
title: 'Customer Support Specialist at Lyrebird Health'
canonical: 'https://feeny.ai/job/customer-support-specialist-lyrebird-health-melbourne-sp6ajy004vd5'
type: 'job'
last_seen: '2026-09-11'
---

# Customer Support Specialist at Lyrebird Health

- **Company:** Lyrebird Health
- **Location:** Melbourne, Australia
- **Work type:** onsite
- **Posted:** 2026-06-09
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.lever.co/lyrebirdhealth/f9b970ef-7294-43af-94da-d65f0356a2a8

## Job description

## The Role

Lyrebird Health builds technology that gives clinicians back the time they spend on documentation, and every clinician who uses our product needs to feel genuinely supported along the way. The Customer Support Specialist is the trusted voice clinicians turn to when something isn't working and they need help fast. You'll own the full support lifecycle from first contact through to resolution, across live chat, phone calls, and online training. That means not just solving problems, but helping clinicians get more from Lyrebird every day: building confidence, reducing friction, and ensuring no one feels lost in admin work alone. This role suits someone who finds satisfaction in helping others, stays calm under pressure, and takes genuine ownership of every interaction. You follow through, translate the technical into the human, and leave every clinician feeling heard rather than just answered.

## About Us

Lyrebird Health is transforming the quality and accessibility of healthcare by automating clinicians' most time-consuming tasks. Thousands of clinicians across multiple disciplines use Lyrebird every day in environments where accuracy, safety, and time matter deeply. Everything we build is grounded in earning trust, reducing cognitive load, and delivering meaningful impact at scale.

## What you'll do

- 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

## What you'll bring

- 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

## Nice to have

- Experience in a health tech, SaaS, or clinical environment
- Familiarity with support tooling such as Intercom, Zendesk, or similar platforms
- Experience delivering training or running onboarding sessions for end users
- Background working directly with clinical or allied health professionals

This role sits at the intersection of technology and healthcare, and that intersection matters. Every interaction you have with a clinician is time they get back to focus on their patients. The quality of your support has a direct, measurable impact on clinical outcomes, and that's not something most support roles can say. We're building a team that reflects the diversity of the people who 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 strongly encourage you to apply, even if you don't meet every requirement.

## About Lyrebird Health

## Company Overview
- **One-liner**: Lyrebird Health is an AI-powered medical scribe that automates clinical documentation by listening to consultations and generating notes, referrals, and care plans, allowing clinicians to spend more time with patients.
- **Entity Type**: Private (Series A)
- **Headquarters**: Melbourne, Victoria, Australia
- **Founded**: 2023
- **Founders**: Kai Van Lieshout (Co-Founder & CEO)

## Core Business
- **Primary industry**: Healthcare Technology / AI-powered clinical documentation
- **Target customers**: B2B – General Practitioners, Specialists, and Allied Health professionals in Australia (and expanding to UK)
- **Mission**: "Automate all non patient facing work so that doctors can spend more time with patients and less time on paperwork."

## Products & Services
- **Lyrebird AI Medical Scribe**: A SaaS platform that listens in real-time during consultations (via desktop or mobile), generates SOAP notes, referrals, certificates, and care plans. Integrates deeply with Australian EMRs (Best Practice, Genie/Gentu) and supports one-click transfer. Handles complex workflows like CCMPs, MHTPs, Centrelink and NDIS forms. Secure by design with bank-level encryption, onshore Australian data storage, and no AI training on patient data.

## Market Standing
- **Valuation**: Not disclosed
- **Total Funding**: USD 8.04M (as of July 2025)
  - Pre-Seed (Sep 2023): USD 120K led by Startmate
  - Series A (Jul 2025): USD 7.8M led by Octopus Ventures and Five V Capital
- **Notable Investors/Partners**: Startmate, Octopus Ventures, Five V Capital
- **Growth Signals**: 82.2% YoY headcount growth (69 employees, up from ~37). Distributed across 5 countries (Australia, UK, Switzerland, Philippines, Malaysia). 8 active job postings. Strong LinkedIn following growth (+127.5% YoY to 10,879). Expanding into UK market with dedicated Head of UK Customer Delivery.

## Competitive Advantages
- **Deep EMR integration**: Works directly inside Best Practice, Genie, and Gentu – the most common Australian systems – enabling one-click note transfer.
- **Regulatory trust**: TGA compliant, aligned with Australian Privacy Principles, HIPAA, and GDPR. Data residency in Australia, bank-level encryption, and explicit policy against training AI on customer data.
- **Complex workflow automation**: Automates entire administrative burden beyond note-taking – including referrals, care plans, and government forms (CCMP, MHTP, NDIS, WorkCover, Centrelink).
- **Accent and multilingual support**: Designed to handle varied accents, speech patterns, and multilingual consultations.

## Strategic Focus
- **Current priorities**: Expand UK presence (hiring Head of UK Customer Delivery), deepen enterprise integrations, scale sales and customer success teams, and build out the platform to cover the full clinical administrative workflow.
- **Direction**: Becoming the "most integrated clinical AI platform" for the whole of care, automating all non-clinical busywork for clinicians.

## Why Work Here
- **Culture**: The careers page emphasizes a "high-performance culture" defined by pace, ownership, and urgency. Values include "play to win," "raise the bar," and "1+1=100" impact. The team is described as innovative, collaborative, and mission-driven to support healthcare workers.
- **Remote/Hybrid**: Remote-first across multiple countries. Current roles are listed as "Remote — United Kingdom" or located in Melbourne, Australia. Distributed workforce spans 5 countries.
- **Engineering & Product**: Strong technical stack (Python, React, Docker, Kubernetes, TypeScript, Snowflake, Databricks, Salesforce, HubSpot, Stripe). 26% of employees are in technical roles. Engineers are encouraged to solve hard problems in healthcare AI.
- **Growth trajectory**: 82% YoY headcount growth, a recent Series A, and a clear path to scaling – attractive for those seeking rapid career growth.
- **Impact**: Directly improving patient care by reducing clinician burnout and administrative burden – a meaningful mission that resonates with many job seekers.

## Sources
1. [jobs.lever.co/lyrebirdhealth](https://jobs.lever.co/lyrebirdhealth)
2. [lyrebirdhealth.com/us/careers](https://www.lyrebirdhealth.com/us/careers)
3. [linkedin.com/company/lyrebirdhealth](https://linkedin.com/company/lyrebirdhealth)
4. [cbinsights.com/company/lyrebird-health](https://www.cbinsights.com/company/lyrebird-health)
5. [lyrebirdhealth.com/au](https://www.lyrebirdhealth.com/au)

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