Client Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for clients seeking mental health services.

• Perform needs assessments and inform clients about Lyra’s offerings and benefits.

• Connect clients with suitable care options.

• Ensure client safety and wellbeing, identify potential safety issues, and escalate to clinical teams as necessary.

• Respond to inquiries regarding benefits, products, and technical issues.

• Manage a high volume of incoming calls, emails, and chats.

• Collaborate effectively within a structured team environment.

• Exhibit proficient time management and adaptability in dealing with unforeseen circumstances.

• Participate in feedback processes and regular self-evaluation.

• Adjust to shift changes and switch between service channels as required.

⛳️ Requirements

• At least 1 year of direct experience in customer support, customer service, or a high-touch service position.

• Outstanding writing skills with the ability to convey information clearly and warmly.

• Familiarity with Zendesk, Salesforce, and/or chat tools, or the capacity to quickly learn new systems.

• Willingness to work evenings, weekends, and holidays as part of the regular schedule.

• Exceptional written and verbal communication abilities.

• Proficient in navigating Customer Relationship Management tools.

• Capability to manage high-volume tasks across chat, email, and phone communication.

• Experience in a remote work setting is advantageous.

• Previous experience in healthcare and/or technology environments is preferred.

🏝️ Benefits

• Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life, and disability insurance.

• Lyra for Lyrians; access to coaching and therapy services.

• Competitive paid time off policies, including vacation, sick leave, and company holidays.

• Paid parental leave.

• 401K retirement benefits.

• Monthly technology allowance.

• Well-being perks and activities.

• Surprise swag.

• Regular community celebrations.