Client Support Specialist - After Hours

Lyra Health

9d

About The Position

The Client Support Specialist is the first point of contact for Lyra clients seeking mental health care and supports individuals beginning their care journey. The role involves assessing client needs, connecting clients with appropriate care, recognizing and escalating potential safety concerns to clinical teams, and responding to questions about benefits, products, and technical issues. Lyra provides training to help specialists support clients throughout their care journeys.

This is a high-volume, performance-driven contact center role requiring the ability to serve clients across calls, emails, and chats and to switch between channels as needed. The position requires working one of the listed overnight shifts and flexibility to work evenings, weekends, and holidays as part of the regular coverage schedule.

Requirements

• At least 1 year of direct experience in customer support, customer service, or a high-touch service role.
• Exceptional writing skills and the ability to provide clear, concise information with a warm and friendly tone.
• Experience with Zendesk, Salesforce, and/or chat tools, or a demonstrated ability to learn new tools and systems quickly.
• Flexibility to work evenings, weekends, and holidays as part of the regular coverage schedule.

Nice To Haves

• Experience working remotely.
• Passion for improving mental health care and enthusiasm for using technology to expand access to evidence-based therapies.
• A proven track record of collaborating across multiple teams to support members.
• Prior experience in healthcare and/or a technology environment.

Responsibilities

• Demonstrate strong time-management skills and flexibility when responding to unexpected situations.
• Conduct needs assessments and educate clients about Lyra’s services and benefit offerings.
• Prioritize client safety and wellbeing, recognize potential safety concerns, and escalate them to ensure clients receive an appropriate level of support.
• Engage in feedback and frequent self-assessment of strengths and areas for growth.
• Work effectively in a structured team environment.
• Demonstrate flexibility with shift changes.
• Communicate clearly and effectively in writing and verbally.
• Navigate customer relationship management tools.
• Handle a high-volume workload across chat, email, and phone channels, pivoting between channels as needed.

Benefits

• Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life, and disability insurance.
• Lyra coaching and therapy services for employees.
• Paid vacation, sick days, and company holidays.
• Paid parental leave.
• 401(k) retirement benefits.
• Monthly technology allowance.
• Well-being perks and activities, surprise swag, and regular community celebrations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed