Client Support Specialist
Lyra Health
- New York, New York, United States
- New York, New York, United States
About
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: Sunday – Thursday 11:30 am – 8:00 pm 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 elevate 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: Easily navigate through Customer Relationship Management tools.
Ability to handle a high‑volume workload either through chat, email or phone and pivot between servicing channels as needed.
Qualifications
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 pride yourself on picking up new tools/systems quickly.
Requires flexibility to work evenings, weekends, and holidays as part of the regular coverage schedule.
Desired Skills
Experience working remotely is a plus.
Passionate about improving mental health care and excited by the 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 is preferred.
Benefits
Comprehensive healthcare coverage (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.
401(k) retirement benefits.
Monthly tech allowance.
Well‑being perks and activities, surprise swag, regular community celebration, and more.
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 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. If you provide it, you consent to Lyra processing it for the purposes 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
As a full‑time Client Support Specialist, you will be employed by Lyra Health, Inc. 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 a number of job‑related factors, including but not limited to your skills, qualifications, experience and location.
We can’t wait to meet you.
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Languages
- English
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