Client Support Specialist - After Hours

About Lyra Health 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 terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

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 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:
Monday - Friday 7:30pm - 4:00am PT Tuesday - Saturday 7:30pm - 4:00am PT Sunday - Thursday 7:30pm - 4:00am PT
Tuesday - Saturday 9pm - 5:30am PT
Sunday - Thursday 9pm - 5:30am 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

• 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

Qualifications

• 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.

Desired Skills:

• Experience working remotely is a plus.

• You are passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based therapies.

• You have a 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.

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.   By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."