Client Support Specialist (Mental Health)

TL;DR

Client Support Specialist (Mental Health): Supporting clients beginning their mental health care journey through needs assessments, care matching, risk triage, and benefit, product, and technical guidance with an accent on compassionate communication and high-volume omnichannel support. Focus on identifying safety concerns, escalating cases to clinical teams, and managing calls, emails, and chats within a structured contact center environment.

Location: Remote within the USA; one of two coverage shifts is required: Sunday–Thursday or Tuesday–Saturday, 11:30am–8pm PT.

Compensation: $24 per hour base rate.

Company

hirify.global provides evidence-based mental health care through employer, health plan, and technology partnerships, including its AI-powered Lyra Empower platform.

What you will do

• Conduct needs assessments and educate clients about available mental health services and benefits.
• Connect clients with appropriate care and serve as the first point of contact throughout their care journey.
• Recognize potential safety concerns, perform risk triage, and escalate cases to clinical teams.
• Answer benefit, product, and technical questions across phone, email, and chat channels.
• Manage a high-volume workload, prioritize shifting needs, and collaborate within a structured team environment.

Requirements

• At least one year of direct customer support, customer service, or high-touch service experience.
• Excellent written and verbal communication, with the ability to explain information clearly and warmly.
• Experience with Zendesk, Salesforce, chat tools, or similar CRM systems, or the ability to learn new systems quickly.
• Availability to work evenings, weekends, and holidays on a regular coverage schedule.
• Availability for one of the listed Sunday–Thursday or Tuesday–Saturday shifts during Pacific Time hours.

Nice to have

• Previous remote work experience.
• Healthcare or technology experience.
• Experience collaborating across multiple teams to support members.
• Interest in improving access to evidence-based mental health care through technology.

Culture & Benefits

• Extensive training for supporting clients throughout their care journey.
• Medical, dental, vision, FSA/HSA, life, and disability insurance coverage.
• Paid vacation, sick days, company holidays, and parental leave.
• 401(k) retirement benefits and a monthly technology allowance.
• Access to coaching and therapy services, wellbeing perks, community activities, and company celebrations.