Client Support Specialist - After Hours

lyrahealth; United States; Remote; USD 27,000 - 39,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Retirement benefits

Technology allowance

Coaching and therapy services

Job summary

Lyra Health is seeking a compassionate first point of contact for individuals seeking mental health support. In this high-volume role, you will assess needs, guide to care and benefits, perform initial safety triage, and assist with benefit, product, and technical questions.

You’ll handle phone, email, and chat inquiries, coordinating with clinical teams when escalation is needed, and you’ll contribute to a warm, efficient customer experience across channels.

Qualifications

• 1 year of customer support or high-touch service experience.
• Strong writing and communication skills; ability to explain clearly and warmly.
• Ability to recognize safety concerns and escalate appropriately.
• Ability to handle high-volume work across calls, email, and chat; learn CRM tools quickly.

Responsibilities

• Assess client needs and explain care options and benefits clearly.
• Connect clients with appropriate services and next steps in their care journey.
• Recognize potential safety concerns, perform initial risk triage, escalate to clinical teams when needed.
• Resolve benefit, product, and technical questions across calls, email, and chat.
• Manage a busy queue; switch between channels while maintaining warm communication.
• Use feedback and self-assessment to improve service within a structured team.

Skills

Customer support experience

Written communication

Safety triage

Multi-channel support

CRM tools familiarity

Tools

Zendesk or Salesforce

Job description

Role overview

Provide a compassionate first point of contact for people seeking mental health support. The role combines needs assessment, guidance to appropriate care, safety triage, and help with benefit, product, and technical questions. Work takes place in a high-volume contact center, handling phone, email, and chat conversations while coordinating with clinical teams when concerns need escalation.

Responsibilities

• Assess client needs and explain available care options and benefits in a clear, supportive way.
• Connect clients with appropriate services and next steps in their care journey.
• Recognize potential safety concerns, conduct initial risk triage, and escalated to clinical teams when needed.
• Resolve benefit, product, and technical questions across calls, email, and chat.
• Manage a busy queue, shift between channels, and maintain accurate, warm communication.
• Use feedback and self-assessment to improve service, while collaborating within a structured team.

Requirements

• At least one year of customer support, customer service, or other high-touch service experience.
• Strong writing and communication skills, with the ability to convey information concisely and warmly.
• Sound judgment in recognizing safety concerns and escalating them appropriately.
• Ability to handle high-volume work across multiple channels and learn customer relationship management tools quickly.
• Availability for evening, weekend, and holiday coverage, with flexibility around shifts.

Nice to have

• Remote-work experience, familiarity with tools such as Zendesk or Salesforce, and background in healthcare, technology, or collaborative support across teams.

Benefits and work setup

The role follows one of two overnight schedules: Monday–Friday or Sunday–Thursday, 7:30 p.m.–4:00 a.m. Pacific, or Tuesday–Saturday, 7:30 p.m.–4:00 a.m. Pacific. The stated base rate is $24 per hour. Benefits include health coverage, paid leave, retirement benefits, a monthly technology allowance, and access to coaching and therapy services.