[Remote] Client Support Specialist

Note: The job is a remote job and is open to candidates in USA. Lyra Health is the leading provider of mental health solutions for employers, supporting over 20 million people globally. The Client Support Specialist serves as the first point of contact for clients seeking mental health care, conducting needs assessments and connecting clients to appropriate care while providing support throughout their care journey.

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

Skills

• 1+ years 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
• 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
• 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
• 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

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
• We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!

Company Overview