Client Support Specialist

1 day, 12 hours 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
1K-5K
Founded 2015
$627M raised

Description

  • Conduct client needs assessments and connect clients to the appropriate care and services.
  • Educate clients about Lyra’s services and benefit offerings.
  • Perform risk triage, recognize safety concerns, and escalate to clinical teams as needed.
  • Answer client questions about benefits, products, and technical issues.
  • Manage a high volume of inbound calls, emails, and chats across multiple channels.
  • Pivot between servicing channels based on workload and client needs.
  • Use CRM and chat tools to support client interactions and case management.
  • Communicate clearly and warmly in both written and verbal formats.
  • Work collaboratively in a structured team environment and adapt to shift changes.
  • Engage in feedback and self-assessment to improve performance and service quality.

Requirements

  • Minimum 1 year of direct experience in customer support, customer service, or a high-touch service role.
  • Strong written communication skills with the ability to convey information clearly, concisely, and warmly.
  • Experience with Zendesk, Salesforce, and/or chat tools, or the ability to learn new systems quickly.
  • Ability to work evenings, weekends, and holidays as part of the regular schedule.
  • Must be able to work one of the following shifts: Sunday-Thursday 11:30am-8pm PT or Tuesday-Saturday 11:30am-8pm PT.
  • Excellent communication skills, both written and verbal.
  • Ability to handle high-volume work and switch between chat, email, and phone support as needed.
  • Experience working remotely is a plus.
  • Prior experience in healthcare and/or a technology environment is preferred.
  • Passion for improving mental health care and supporting evidence-based therapy access is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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