Client Support Specialist - After Hours

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.

• 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

• 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.

Desired Skills:

• 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.