Customer Service Specialist

About the role

This position is a varied and active role that connects the sales, account management, and customer service departments to ensure seamless operations. You will provide dedicated administrative support to internal teams while actively managing client relationships with a consultative and empathetic mindset. The hire owns the integrity of day-to-day interactions, ensuring that every touchpoint reflects the professionalism of Lyra Health. You will contribute to process improvements by identifying inefficiencies and proposing practical solutions that enhance the customer journey. This role requires a natural inclination toward organization, allowing you to balance multiple priorities without dropping the ball. You will build authentic customer connections by listening actively and responding with clarity and care. The ideal candidate views support not as a task but as a partnership that drives value for clients and colleagues alike. You will act as a bridge between departments, translating needs and feedback to foster a more cohesive and responsive environment.

Key facts

What you'll do

• Provide comprehensive administrative assistance to sales and account managers, handling documentation, scheduling, and follow-up tasks with precision.
• Act as the main point of contact for a portfolio of small and medium-sized business clients based in Switzerland, serving as their trusted voice within Lyra Health.
• Create and maintain detailed customer usage data, translating raw information into clear management reports that highlight trends and opportunities.
• Participate actively in projects focused on automated reporting and online reporting tools, helping to streamline data delivery and improve accuracy.
• Handle incoming B2B calls on the main phone line with professionalism, addressing inquiries promptly and directing issues to the appropriate internal resource.
• Respond to Live Chat questions in a timely and helpful manner, using this channel to resolve concerns and build rapport in real time.
• Assist in organizing and enhancing commercial back-office procedures, identifying areas where workflows can be simplified or standardized.
• Support the coordination of internal approvals and documentation, ensuring that client requests are processed efficiently and without delay.
• Monitor service levels and response times, taking ownership of metrics that reflect the quality of support provided to clients.
• Collaborate with cross-functional teams to gather feedback and translate customer insights into actionable improvements for products and processes.
• Maintain up-to-date records of all client interactions, ensuring that knowledge is shared effectively across the Customer Service team.
• Proactively identify recurring issues or questions and escalate them to relevant departments to prevent future disruptions.
• Contribute to the development of standardized responses and templates, improving consistency while saving time for the broader team.
• Act as an ambassador for Lyra Health, reinforcing the brand promise through every interaction, whether by phone, chat, or email.

Requirements

• Demonstrate strong organizational abilities and a dedication to excellent customer service, ensuring that every task is completed accurately and on time.
• Maintain a positive, friendly, and team-oriented approach, capable of managing multiple tasks while staying organized under moderate pressure.
• Exhibit a meticulous work ethic focused on quality, coupled with a creative, problem-solving perspective that seeks out thoughtful solutions.
• Possess fluent written and spoken communication skills in German, English, and Italian, enabling effective interaction with a diverse client base.
• Hold a commercial or business administration qualification that provides a foundational understanding of business operations and customer dynamics.
• Bring several years of experience in a comparable customer service or sales support position, with a proven track record of reliability.
• Show a genuine enthusiasm for learning, actively seeking professional development opportunities that enhance your contribution to a supportive team.
• Thrive in an international setting where adaptability, cultural awareness, and respect for diverse working styles are essential.
• Commit to following established procedures while also taking initiative to suggest improvements when appropriate.

Nice to have

• Knowledge of French is a distinct advantage, allowing for broader engagement with stakeholders and clients.

Practical notes

This role offers a meaningful position in an international setting with modern working conditions designed to support focus and well-being. There is flexibility for partial remote work, allowing for a balance between office presence and home-based productivity. Well-behaved and friendly dogs are welcome in the office, creating a relaxed and pleasant work environment for everyone. The position is based in Wallisellen, Switzerland, and requires availability during standard business hours to align with internal and external partners. No specific travel requirements are associated with this role. Candidates must meet all listed requirements without exception, as the responsibilities demand a high level of reliability and professionalism. This is a full-time engagement, and success in the role depends on consistent performance and collaboration with the wider team.