CSS People Engagement and Training Associate

Remote

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About Lyra HealthLyra 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 elite provider network, 2.5 million people can receive best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $680 million.
About the RoleThe ideal candidate has a passion for organizational development, employee relations, and strategic people support. Works closely with management to support the Client Support Specialist team in onboarding new members, on going training and continuous engagement. Supports creating and developing training content and feedback loop. This role will require being comfortable discussing sensitive topics. Demonstrated knowledge of Lyra’s services, customer offerings, product and internal systems including a deep understanding of the Client Support Team operations. 
 This role is remote, can be based in SF Bay Area of East Coast.

Responsibilities:

  • Works closely with Client Support management and Operations teams to develop training materials and facilitate new hire training and ongoing education.
  • Supports onboarding new hires and ensuring the tools for training are received
  • Develops a feedback loop on training and improvement needed
  • Develop and maintain engagement activities (Weekly/Monthly/Quarterly) for entire Client Support group
  • Comprehensive knowledge of services and customer offerings
  • Ability to troubleshoot and assist team members with questions and answers
  • Uphold procedural standards and compliance, and security guidelines
  • Work with Lyra People Operations to partner supporting Client Support Team activities and engagement 
  • Ad Hoc projects as needed

Requirements

  • 2-3 years working in a similar capacity of people support or leading a team
  • Supporting in creating and maintaining team surveys for training and overall role satisfaction. 
  • Comfortable with new technology, familiarity with CRMs, e.g. Salesforce, and customer service platforms, e.g. ZenDesk.
  • Passionate about changing the landscape of Behavioral Health
  • Proficient in Excel or Google Sheets 
  • Strong written and verbal communication skills
  • Eagerness to integrate innovative techniques and technology into day-to-day work, with core ability to use spreadsheets, email, and website interfaces to interpret information and conduct work.
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.
Job region(s): Worldwide/Anywhere
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