Lead and manage a team of Client Support Specialists, ensuring performance targets are met while collaborating across departments to improve customer satisfaction.
About Lyra
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million in funding to support our mission of improving access to high quality mental healthcare.
About the Role
Lyra Health is looking for an experienced and dedicated Client Support Manager to lead our dynamic team of Client Support Specialist and Team Leads. As the Client Support Manager, you play a key role leading our CSS Team Leads and Client Support Specialists who support our Lyra clients incoming calls and chats. You will partner across our Care Navigator Team to meet performance targets, department goals, implementation of new initiatives and oversee daily operations.
Responsibilities
- Oversee and manage a group of Client Support Specialists Leaders
- Assist the Leadership team in identifying trends and establishing contact center goals
- Collaboration across the Client Support Team to ensure performance targets and annual goals are met
- Audit and Compliance: Review Client Satisfaction Scores and Team member quality targets
- Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues
- Team Leadership and Development: Recruit, train, and mentor a team of Client Support Specialists
- Foster a positive and motivating work environment
- Set clear performance expectations and provide regular feedback
- Conduct performance evaluations and implement improvement plans as needed
- Support implementation of new initiativesAbility to problem solve independently with minimal guidance
Qualifications
- Proven experience in contact center management, with a focus on phone and chat support (prefer 3+years of service center experience in a leadership capacity)
- Strong leadership and team management skills, especially in supporting leads
- Excellent communication and interpersonal skills
- Proficiency in contact center software and CRM systems
- Data-driven decision-making abilities
- Problem-solving and conflict resolution skills
- Flexibility to work in a fast-paced and evolving environment
- Knowledge of customer service best practices and industry trends
"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 the purposes of 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, and if you provide it you consent to Lyra processing it for the purposes as 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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
Top Skills
Contact Center Software
Crm Systems
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