[Hiring] Client Support Specialist @Lyra Health

Role Description

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.

• Conduct needs assessments and connect clients to appropriate care.
• Perform risk triage and escalation to our clinical teams.
• Answer benefit, product, and technical questions.
• Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday.
• Prioritize client safety and wellbeing, recognizing potential safety concerns and escalating as necessary.
• 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: Easily navigate through Customer Relationship Management tools.
• Handle a high volume workload through chat, email, or phones, and pivot between servicing channels as needed.

Qualifications

• Minimum 1 year of direct experience in a customer support, customer service, or high-touch service role.
• Exceptional writing skills with the ability to provide information clearly and concisely while conveying a warm and friendly tone.
• Experience with Zendesk, Salesforce, and/or Chat tools; quick to pick up new tools/systems.
• Flexibility to work evenings, weekends, and holidays as part of the regular coverage schedule.

Requirements

• Experience working remotely is a plus.
• Passionate about improving mental health care and excited by the mission of leveraging technology to scale access to evidence-based therapies.
• 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.

Benefits

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances).
• Lyra for Lyrians; coaching and therapy services.
• Competitive time off with pay policies including vacation, sick days, and company holidays.
• Paid parental leave.
• 401K retirement benefits.
• Monthly tech allowance.
• Well-being perks and activities, surprise swag, regular community celebrations, and more!