Client Support Specialist

About Lyra Health

Lyra Health delivers evidence-based mental health care at scale, supporting more than 20 million people worldwide through employer partnerships and over 100 million through health plan and partner relationships. The organization has completed over 15 million mental health sessions and has published more than 35 peer-reviewed studies. Its care model has been shown to help people recover twice as quickly and to reduce overall healthcare claims costs by 26% each year. Through Lyra Empower, the company combines top-tier care with AI-enabled technology in a fully integrated platform designed to expand access to effective mental health support.

Role Overview

The Client Support Specialist is the first point of contact for clients reaching out for mental health care. In this client-facing position, you will help people begin their care journey with guidance, care, and confidence. The role involves a high-volume contact center environment where you will work across calls, emails, and chats while supporting clients efficiently and compassionately.

Lyra offers thorough training so you can confidently assist clients, answer questions, and connect them to the right resources. The work requires professionalism, empathy, and the ability to manage multiple channels in a performance-focused setting.

Schedule

This role requires availability for one of the following shifts: Sunday through Thursday, 11:30 AM to 8:00 PM PT.

The position also requires flexibility for evenings, weekends, and holidays as part of the regular coverage schedule.

What You Will Do

• Welcome clients and assess their needs to guide them toward appropriate support and services.
• Explain Lyra’s offerings and benefit details in a clear, supportive way.
• Spot possible safety concerns and escalate situations to the clinical team when needed.
• Handle inbound conversations through phone, email, and chat while switching between channels as workload demands.
• Manage time effectively and stay adaptable when priorities change unexpectedly during the day.
• Work collaboratively within a structured team setting.
• Use feedback and self-review to improve performance and strengthen skills.
• Communicate clearly and professionally in both written and verbal formats.
• Navigate CRM and support systems efficiently.

Required Qualifications

• At least 1 year of direct experience in customer support, customer service, or another high-touch service role.
• Strong writing ability with a friendly, concise, and reassuring tone.
• Experience using Zendesk, Salesforce, or chat tools is preferred; otherwise, you should be comfortable learning new systems quickly.
• Willingness to work a schedule that may include evenings, weekends, and holidays.

Preferred Background

• Remote work experience is an advantage.
• Interest in improving mental health care and supporting Lyra’s mission to expand access to evidence-based therapy through technology.
• Experience collaborating across multiple teams in a highly cooperative environment.
• Prior exposure to healthcare and/or technology settings is beneficial.

Compensation and Benefits

This is a full-time position employed by Lyra Health, Inc. The expected base pay is $24 per hour, with final pay determined by the role level and factors such as skills, qualifications, experience, and location.

• Medical, dental, vision, FSA/HSA, life insurance, and disability coverage
• Access to Lyra coaching and therapy services
• Paid time off, including vacation, sick leave, and company holidays
• Paid parental leave
• 401(k) retirement benefits
• Monthly technology allowance
• Well-being perks, activities, surprise swag, and community celebrations throughout the year

Equal Opportunity and Privacy

Lyra Health is an equal opportunity employer and does not discriminate based on race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, or any other legally protected characteristic.

By submitting an application, you acknowledge that your information will be processed in line with Lyra Health’s Workforce Privacy Notice. Information collected may include your name, email address, gender identity, employment details, phone number, and other data used to evaluate your suitability, skills, qualifications, and interests. Sensitive information such as race, ethnicity, and sexual orientation may also be collected on a voluntary basis for diversity and inclusion purposes, subject to applicable privacy laws.

If you are a California resident and wish to limit the use of sensitive personal information, you may use the relevant form provided by the company. Outside the United States, you may have rights to access, copy, delete, correct, or restrict the processing of your personal information, subject to legal limits. For privacy-related requests outside the United States, contact globaldpo@lyrahealth.com.

Hiring Technology Notice

Lyra may use artificial intelligence tools to support parts of the hiring process, such as application review, resume analysis, interview summarization, or response assessment. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.