Peer Support Specialist

About the role

This role delivers direct, on-site peer support to members living with severe mental illness at the Brooklyn clinic. The specialist partners with clinical teams to provide personalized coaching, group facilitation, and community navigation. The focus is on supporting personal goals, strengthening skills, and ensuring coordinated care in a high-acuity, integrated setting.

Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.

Key facts

What you'll do

Personal goals are advanced through one-on-one coaching that also builds self-discovery and strengthens skills for care. Group activities are designed, led, and organized to encourage participation, build community, and celebrate progress. Community resources and services are accessed and navigated to connect members with needed support. Compassionate, coordinated support for every member is ensured through collaboration with teammates and clinical staff.

Requirements

New York State Certified Peer Specialist (NYCPS) certification is required. A minimum of 2 years of stable personal recovery is required. A high school diploma or equivalent is required. At least 2 years of experience supporting individuals with mental health and/or substance use challenges is required. Strong coaching and motivational skills are demonstrated to support individuals through challenges and model effective coping strategies. Effective one-on-one and group engagement is required, with group facilitation experience preferred. Knowledge of the New York City area mental health and social service systems is required. Understanding of member rights, confidentiality, and trauma-informed care is required. A holistic approach to health and wellness is required. Basic computer proficiency, including Google Suite and EHR documentation, is required.

Practical notes

This position is based on-site at the Brooklyn clinic in New York City. The role operates Monday through Friday, 9am to 5pm Eastern Time. Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

Peer support roles emphasize lived experience and recovery-oriented practice within clinical teams that use structured tools to coordinate care for severe mental illness. Ongoing training, supervision, and mentorship are common in clinically focused, team-based environments. Work often includes community-based activities and collaboration with health systems and service providers. Roles in severe mental illness care may contribute to research, outcomes frameworks, and quality improvement initiatives. Tools built for this population support longitudinal data, real-time patient signals, and precise clinical decision-making.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.