Client Support Specialist - After Hours

4 hours, 38 minutes ago
Full-time
Junior
Customer and Technical Support
Lyra Health

Lyra Health

Lyra Health is a global leader in mental health benefits, connecting companies and employees to world-class therapists and coaches. Their innovative platform offers fast, reliable access to evidence-based care for organizational well-being.

Health Care Providers & Services
1001-5000
Founded 2015
$627M raised

Description

  • Conduct client needs assessments and explain Lyra services and benefit offerings.
  • Connect clients to appropriate care and support throughout the start of their care journey.
  • Identify safety concerns, perform risk triage, and escalate cases to clinical teams.
  • Respond to client benefit, product, and technical questions with confidence and compassion.
  • Manage a high volume of inbound calls, emails, and chats, shifting between channels as needed.
  • Navigate CRM systems to document and support client interactions.
  • Manage time effectively and adapt to unexpected client needs and shift changes.
  • Participate in feedback and self-assessment within a structured team environment.

Requirements

  • At least 1 year of experience in customer support, customer service, or another high-touch service role.
  • Ability to work one of the assigned overnight schedules, including evenings, weekends, and holidays.
  • Strong written and verbal communication skills, including clear, concise, warm client communication.
  • Ability to manage high-volume interactions across phone, email, and chat channels.
  • Experience with Zendesk, Salesforce, chat tools, or the ability to learn new systems quickly.
  • Ability to recognize client safety concerns and follow escalation procedures.
  • Experience working remotely (preferred).
  • Experience collaborating across multiple teams to support members (preferred).
  • Prior experience in healthcare and/or a technology environment (preferred).
  • Interest in improving access to evidence-based mental health care (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

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