International Technology Division

Description:

Lyra Health, the leading global provider of mental health solutions for employers, is seeking a Support Specialist to join its Lyra International Technology (LIT) team. Lyra supports more than 20 million people worldwide, with a proven track record of delivering over 13 million mental health sessions and publishing 20+ peer-reviewed studies. The company is recognized for industry-leading outcomes, helping individuals recover twice as fast while driving a 26% annual reduction in healthcare claims costs.

The Support Specialist will play a critical role in delivering technical and service support across Lyra’s family of digital health products, supporting both internal and external users. This hybrid position is based at the London HQ with flexibility for remote work, reporting directly to the Lead of International Product & Systems.

This role provides the opportunity to work in the fast-growing sector of digital mental health, supporting global services spanning 145 countries and 6.5 million users, with exposure to cutting-edge AI-powered healthcare platforms.

Key Responsibilities:

• Manage and resolve support queries through LIT’s support mailboxes, ensuring timely responses in line with company SLAs.

• Escalate complex cases while prioritising resolution based on user and service risk.

• Support the integration and optimisation of Zendesk as a centralised support solution, including workflows, automated replies, SLAs, Jira ticketing integration, and administrator-level tasks.

• Create and maintain documentation on mailbox support processes, Zendesk configurations, and Jira integrations.

• Provide technical troubleshooting and hands-on resolution of Zendesk-related issues.

• Act as a Zendesk champion, leveraging APIs, new features, and best practices to improve user support.

• Collaborate cross-functionally with product, engineering, and operational teams to ensure support alignment with evolving products.

• Advocate for user needs and feedback, acting as the voice of the user within the support function.

Objectives:

• Deliver an efficient, centralised, and user-focused support service.

• Resolve or escalate queries quickly, prioritising based on SLA adherence and business risk.

• Maintain a deep understanding of Lyra’s products and systems, ensuring accurate, solution-oriented responses.

• Continuously adapt support processes as product features evolve.

• Promote collaboration and communication across teams, ensuring a seamless user support experience.

Requirements:

• 2–3 years of experience in technical support or customer-facing service roles.

• Strong familiarity with Zendesk (support, configuration, and troubleshooting).

• Excellent communication skills, with empathy and clarity in user interactions.

• Proven ability to manage queries under pressure, escalate appropriately, and meet strict SLAs.

• Strong problem-solving mindset and collaborative work ethic.

Desirable Experience:

• Hands-on experience as a Zendesk administrator/developer (customizations, implementations, APIs, and integrations).

• Background in healthcare, health tech, or wellbeing products.

• Knowledge of Atlassian Jira, Confluence, and Agile product release cycles.

• Experience supporting digital app deployments through app stores.

• Understanding of client-server architectures in digital health platforms.

• Experience collaborating with remote global development teams.

Why Join Lyra Health:

• Contribute to transforming access to life-changing mental health care.

• Work with a pioneering, AI-powered, integrated digital healthcare platform.

• Be part of an inclusive, global organisation that values diversity, empathy, and user focus.

• Gain exposure to cutting-edge technologies in healthcare IT, product development, and global digital support.

• Opportunities for career growth, learning, and professional development.

• Benefits aligned with UK law, designed to support employee wellbeing and work-life balance.