Support Specialist, Lyra Health
Employee mental health care provider
Be an early applicant
Employee mental health care provider
1001+ employees
Be an early applicant
1001+ employees
Company mission
To transform access to life-changing mental health care.
Role
Who you are
- The role is ideal for a candidate with 2-3 years of experience who can juggle demanding support queries across multiple products
- 2-3 years’ experience providing technical support or customer-focused service support
- Desire to resolve or aid the resolution of queries within strict SLAs, prioritising and escalating based on user and service risk, company SLA, and cross-functional dependency
- Excellent verbal and written communication skills that care for our users and build confidence in our products
- Eagerness to provide local-level support, no matter who or where the query originated
- Working knowledge and experience of Zendesk
Desirable
- Experience as a Zendesk developer, administrator, or similar role with a track record of successful Zendesk implementations, customizations, and integrations
- Experience in healthcare, health tech or consumer wellbeing products
- Experience working with workplace wellbeing and EAP products
- Familiarity with Atlassian Jira, Confluence product management suite
- Experience with the release cycle of digital apps through app stores
- Understanding of client/server based digital app deployment
- Experience working with remote development teams and Agile development
What the job involves
- Lyra International Technology’s (LIT) team is looking for a Support Specialist that is passionate about providing support across our family of digital products in the healthcare space. The role is full time, reporting into the Lead, International Product & Systems and is based in the head office in London (with some remote working)
- This is an opportunity to join a team with development of products spanning the globe, working in one of the most relevant and important sectors – digital mental health
- Looking after LIT’s support mailboxes for internal and external users
- Resolving and prioritising the resolution of queries based on company SLAs
- Liaising cross-functionally to aid resolution of queries and escalating accordingly
- Promoting rules, auto-responses, and notifications to aid resolution
- Supporting the ongoing Zendesk integration of LIT’s support mailboxes
- Championing Zendesk solutions to optimize workflow, improve SLAs, and centralise support queries
- Creating and updating documentation regarding mailbox support, Zendesk integration, and Jira integration Troubleshooting and resolving issues related to Zendesk configurations, workflows, and integrations
- Providing technical guidance and support to other team members on Zendesk-related projects
- Assist as a “Zendesk Administrator”, including configuration of automated replies, Jira dev ticket integration, and Zendesk rolesStay up-to-date with the latest Zendesk features, APIs, and best practices to recommend improvements and enhancements to the existing Zendesk implementation
- You will be working to meet the following objectives:
- User focus: being the voice of the user at all times, understanding that your users may be internal, external, or both
- Prioritisation: resolve or escalate support queries based on company SLAs Service knowledge: keen understanding of our products and systems and their impact to users, from the services we provide to pathways into care
- Product understanding: provide support based on current product functionality, that evolves with product feature rollouts
- Collaboration and communication: work well across all teams to provide support
- Company objectives: provide an efficient and centralised approach to supportThere will be opportunities for learning and professional development to build out your experience in any of the above
Salary benchmarks
Our take
In the United States, millions of people suffer from mental illness each year - a figure which is unfortunately on the rise - and research suggests that depression and anxiety disorders lead to $1 trillion in lost productivity worldwide each year. Lyra Health is one company out to tackle these issues head-on, by delivering mental health care for employees.
Lyrah Health is seen as a key player alongside other online mental telehealth platforms, which include Calm, Genoa, and Talkspace. The company offers video counselling sessions and one-to-one messaging to help users with a variety of conditions including anxiety, depression, and substance use disorder. Coaching is also offered as a preventative measure.
Lyra Health boasts a 90% satisfaction rate across its more than 2.2 million members, demonstrating the impact that its products can have on wellbeing. In 2022, Lyra announced its acquisition of ICAS World, an international provider of employee assistance programs. Its global network includes over 1,500 companies and 6.3 million users across more than 155 countries, which should give Lyra smooth inroads into global markets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$35m
SERIES F
May 2021
$200m
SERIES F
Total funding: $690.1m
Company benefits
- Full access to Lyra’s mental health services for employees and their eligible dependents—at no charge
- Medical, dental, and vision benefits, and free monthly membership to One Medical
- Generous compensation, 401k, and equity options
- Four weeks of vacation and paid holidays
- Monthly tech stipend
Company HQ
Downtown, Burlingame, CA
Leadership
David Ebersman
(Co-Founder & CEO)Former Equity Research Analyst at Oppenheimer & Co. Also served as the CFO at Facebook, and worked at Genentech for 15 years, leaving as Chief Financial Officer & Executive VP.
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