Escalation Manager

| Peninsula
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About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and elite provider network, 2.5 million people can receive best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $680 million.

About the Role
Lyra Health is looking for a Client Support Escalation Manager to partner across the Care Team, Customer Success and other groups as needed to support resolution of escalated customer issues. The Client Support Escalation Manager will train and develop our Client Support Escalation Team. You should be a highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer, who is passionate about making a difference, comfortable with ambiguity, and are naturally collaborative and have experience with managing complex needs. 

This is a full-time role that can be located in the headquarters in the SF Bay Area (Burlingame, California), or remote. 

Responsibilities:

  • Oversee and manage the Client Support Escalation team
  • Continuous support developing process efficiencies 
  • Collaboration across the Client Support Team to ensure we meet our daily SLA's for client outreach and case work
  • Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues

Requirements:

  • 5+ years experience with 2+ years experience leading a team 
  • Minimum of 5 years experience in navigating the mental health system, more specifically: case management, patient advocacy, crisis hotline, peer counseling, or other relevant experience in health care
  • Demonstrate exceptional writing skills and the ability to provide information in a clear and concise manner while conveying a warm and friendly tone
  • Exceptional clinical skills (e.g. listening, validation) even though you are not a clinician
  • Demonstrate strong skills and understanding of technology and the ability to learn new platforms quickly
  • Familiarity with G Suite and experience with CRM systems e.g. Salesforce strongly preferred
  • This is a remote role and a private and secure workspace is required



We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

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An Insider's view of Lyra Health

What's the biggest problem your team is solving?

Putting clients first. - We strive to think about our various employer groups. Making sure that we have a diverse network that represents the employee populations within the various groups we work with.

Gary

Senior Strategist, Network Development

How has your career grown since starting at the company?

I joined Lyra at a very exciting stage and was empowered to wear many hats - strategy, marketing, and operations - to drive the growth of our flagship program. When I decided to explore product management, my manager was completely supportive and I was able to transfer internally to Product.

Sydney

Product Manager

What are Lyra Health Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Pet Friendly
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