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. Compensation As a full-time Client Support Specialist, you will be employed by Lyra Health, Inc. The ant