Client Support Specialist

Lyra Health · United States · 2 mo ago

RemoteRemoteOTHR$24/hrFull-time

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in access, clinical effectiveness, and cost efficiency.

About the role

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 clinical teams, and answering benefit, product, and technical questions. 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

Responsibilities

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
Navigate through Customer Relationship Management tools with ease
Handle a high volume workload through chat, email, or phones and pivot between servicing channels as needed

Requirements

Minimum 1 year of direct experience in a customer support, customer service, or high-touch service role
Exceptional writing skills and the ability to provide information in a clear, concise, warm, and friendly tone
Experience with Zendesk, Salesforce, and/or Chat tools; otherwise, ability to pick up new tools/systems quickly
Flexibility to work evenings, weekends, and holidays as part of the regular coverage schedule

Skills

Experience working remotely is a plus
Passion for improving mental health care and excitement about Lyra’s mission of leveraging technology to scale access to evidence-based therapies
Proven track record of working across multiple teams in a highly collaborative manner to support members
Prior experience working in healthcare and/or a technology environment preferred

Pay

The anticipated base rate for this full-time position is $24 per hour. The base rate is determined by role and level, and will depend on job-related factors, including skills, qualifications, experience, and location.

Benefits

Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life, and disability insurances)
Lyra for Lyrians: coaching and therapy services
Competitive time off with pay policies including vacation, sick days, and company holidays
Paid parental leave
401K retirement benefits
Monthly tech allowance
Well-being perks and activities, surprise swag, and regular community celebrations

Schedule