[Hiring] Customer Support Consultant @Lyric

Role Description

This is a high-visibility support role focused on resolving customer issues, improving support systems, and shaping Lyric’s support infrastructure for scale. The Customer Support Consultant will serve as a front-line responder, handling Level 1 and Level 2 tickets, building platform fluency, and contributing to knowledge management and automation initiatives.

The role is part of a 12-month rotational program designed to accelerate learning and provide broad exposure across Customer Success, Professional Services, and AI support. Individuals in this role will be expected to:

• Learn quickly
• Operate with ownership
• Drive clarity for customers through thoughtful and structured problem-solving

Beyond reactive support, the consultant will:

• Identify repeatable patterns
• Propose automation opportunities
• Partner with engineering, platform, and content teams to improve the overall customer experience

Strong written communication, analytical curiosity, and a proactive mindset are key to success. This role is ideal for someone looking to grow within a high-growth SaaS company at the intersection of enterprise software, AI, and supply chain, offering future opportunities across Lyric’s broader customer-facing and technical teams.

Qualifications

• 1–6 years of experience in L1/L2 support, platform operations, analytics, or other customer-facing technical roles
• Demonstrated ability to resolve complex issues with precision, clarity, and speed, balancing technical accuracy with a strong customer orientation
• Excellent written communication skills: able to deliver structured, professional responses and synthesize technical details into accessible language
• Strong problem-solving mindset and a high degree of ownership, drives issues to resolution and looks for opportunities to improve systems, not just react
• Experience spotting patterns across support tickets and proposing scalable solutions (automation, documentation, workflows)
• Collaborative team player, comfortable interfacing with engineering, product, and content teams to ensure high-quality resolution and feedback loops
• Motivated by the opportunity to grow within a high-performing SaaS organization operating at the intersection of supply chain, AI, and enterprise software

Requirements

• Experience supporting enterprise SaaS platforms or technically complex products
• Background in computer science, engineering, or analytics
• Familiarity with supply chain or planning concepts is a strong plus
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, or similar) and comfort with AI-based tooling preferred