Client Support Specialist - After Hours

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.