The Client Support Specialist serves as the critical first point of contact for Lyra clients seeking high-quality mental health care.
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.
Provides extensive training on how to support our clients and meet them where they are in their care journey.
Committed to supporting each client with confidence and compassion in a high-volume, performance-driven contact center environment.
Must be able to work one of the following shifts: Sunday
Thursday 11:30am
8pm PT.

1+ years 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.
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.

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
We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!

Client Support Specialist

Key skills