About the Role
The Client Support Specialist serves as the critical first point of contact for Lyra clients seeking high-quality mental health care. This is a vital, client-facing role that supports individuals beginning their care journey.
Key responsibilities include conducting needs assessments, connecting clients to appropriate care, performing risk triage and escalation to our clinical teams, and answering benefit, product, and technical questions. Lyra provides extensive training on how to support our clients and meet them where they are in their care journey.
Above all, this team member is committed to supporting each client with confidence and compassion. This is a high-volume, performance-driven contact center environment where proficiency in managing all inbound channels-calls, emails and chats is essential.Must be able to work one of the following shifts:
Monday - Friday 7:30pm - 4:00am PT
Tuesday - Saturday 9pm - 5:30am PT
Responsibilities
Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday
Conduct needs assessment and educate clients about Lyra’s services and benefit offerings
Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and escalate to ensure clients receive an appropriate level of support
Engage in feedback and frequent self-assessment of strengths and areas for growth
Work well in a structured team environment
Demonstrate flexibility with shift changes.
Excellent communication skills: written and verbal
Technical: You easily navigate through Customer Relationship Management tools.
Ability to handle a high volume workload either through chat, email or phones and the ability to pivot between servicing channels as needed
Qualifications
Minimum 1 year of direct experience in a customer support, customer service, or high-touch service role.
Demonstrate exceptional writing skills and the ability to provide information in a clear and concise manner while conveying a warm and friendly tone
Experience with Zendesk, Salesforce, and/or Chat tools; otherwise you pride yourself on picking up new tools/systems quickly.
This role requires flexibility to work evenings, weekends, and holidays as part of our regular coverage schedule.
Experience working remotely is a plus.
You are passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based therapies.
You have a proven track record of working across multiple teams in a highly-collaborative manner to support members.
Prior experience working in healthcare and/or a technology environment preferred.
Desired Skills:
Skills Required
- At least 1 year of direct experience in customer support, customer service, or a high-touch service role
- Exceptional written communication skills and ability to convey information clearly, concisely, warmly, and professionally
- Experience with Zendesk, Salesforce, and/or chat tools, or ability to quickly learn new systems
- Flexibility to work evenings, weekends, and holidays on a regular coverage schedule
- Ability to work assigned overnight shift schedules and adapt to shift changes
- Experience working remotely
- Experience in healthcare and/or technology environments
- Experience collaborating across multiple teams to support members
- Passion for improving mental health care and using technology to expand access to evidence-based therapies
What We Do
Lyra Health’s mission is to transform mental health care through technology with a human touch — to get more patients the care they need when they need it. If you are an engineer or data scientist who would like to join in this effort, please reach out.
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