Client Support Specialist, Lyra Health

• Minimum 1 year 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

Desirable

• The Client Support Specialist serves as the critical first point of contact for Lyra clients seeking high-quality mental health care. This is a vital, client-facing role that supports individuals beginning their care journey
• Key responsibilities include conducting needs assessments, connecting clients to appropriate care, performing risk triage and escalation to our clinical teams, and answering benefit, product, and technical questions
• Lyra provides extensive training on how to support our clients and meet them where they are in their care journey
• Above all, this team member is committed to supporting each client with confidence and compassion. This is a high-volume, performance-driven contact center environment where proficiency in managing all inbound channels-calls, emails and chats is essential
• Must be able to work one of the following shifts:
• Sunday - Thursday 11:30am - 8pm PT
• Tuesday - Saturday 11:30am - 8pm PT
• 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