Specialist I, Customer Support

About Us: Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others. At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters. This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place. ABOUT THE ROLE We're looking for a Customer Support Specialist who genuinely enjoys helping people and takes pride in making complicated experiences feel simpler, clearer, and more human. As a member of our Customer Support team, you'll play an important role in helping clients navigate their experience with Grow Therapy. Whether someone is experiencing a technical issue, has a question about their insurance coverage, or needs help understanding a bill, you'll be there to provide thoughtful, accurate, and empathetic support. We believe exceptional support goes beyond answering questions or resolving tickets. It's about recognizing what someone needs, taking ownership of their experience, and helping them feel understood and confident about what comes next. You'll work closely with teammates across Customer Support, Product, and other departments to identify recurring challenges, advocate for improvements, and help us create a better experience for everyone using Grow Therapy. You'll report directly to a Supervisor on our Support team and have opportunities to develop your skills, contribute ideas, and make a meaningful impact as we continue to grow. WHAT YOU'LL BE DOING As a Customer Support Specialist, you'll be at the forefront of our mission to make high-quality mental healthcare accessible and affordable. You'll help clients navigate complex situations with empathy, curiosity, and care, while taking pride in delivering accurate, timely, and reliable support. In this role, you'll: - Deliver exceptional customer experiences. Support clients and providers through live chat, asynchronous messaging, and phone, approaching every interaction with professionalism, empathy, and a commitment to making complicated experiences feel simpler and more human. - Solve problems with curiosity and ownership. Ask thoughtful questions, investigate underlying issues, and work toward accurate, complete resolutions. Recognize when additional expertise or escalation is needed, and ensure customers have a clear path forward. - Balance quality with efficiency. Consistently meet expectations for customer satisfaction, response times, case resolution, and daily productivity. Manage your workload thoughtfully, maintain an organized inbox, and resolve inquiries within established service-level expectations. - Communicate with clarity and compassion. Translate complex information about insurance, billing, and the Grow Therapy platform into language customers can easily understand. Adapt your communication style to individual needs while maintaining accuracy, professionalism, and Grow's brand voice. - Take accountability for every interaction. Maintain accurate documentation of customer concerns, actions taken, and next steps. Follow established policies and procedures, honor commitments, and strive to resolve issues during the first interaction whenever possible. - Continuously learn and improve. Actively participate in coaching, quality reviews, training, and team discussions. Remain open to constructive feedback, strengthen your knowledge of our products and processes, and take responsibility for your professional growth. - Identify opportunities to make things better. Recognize recurring customer challenges, emerging trends, and opportunities to improve the support experience. Share insights with your Supervisor and collaborate with internal partners to address root causes and drive meaningful improvements. - Be a dependable teammate. Honor your assigned schedule, manage your availability responsibly, and contribute to a collaborative environment where teammates can rely on one another. Remain adaptable as business needs evolve and support the team's shared commitment to excellence. WE’RE LOOKING FOR PEOPLE WHO - Have at least one year of experience in a customer-facing role, including customer support, hospitality, retail, healthcare, or another service-oriented environment. - Have kindness at their core. You genuinely care about others, find fulfillment in helping people, and feel personally invested in making mental healthcare more accessible, compassionate, and human. - Are naturally curious. You ask thoughtful questions, challenge assumptions, and enjoy understanding both people and problems before jumping to solutions. - Take ownership. You follow through on commitments, look for opportunities to improve the customer experience, and don't wait to be asked when you see something that needs attention. - Thrive on solving complex problems. You approach challenges with curiosity and persistence, enjoy digging beneath the surface to understand root causes, and take pride in finding thoughtful solutions that make a meaningful difference for others. - Are self-aware and eager to grow. You welcome constructive feedback, reflect on your experiences, and continuously look for ways to improve. - Care about doing excellent work. You balance quality, responsiveness, and productivity, and take pride in delivering consistently strong results. - Communicate with clarity and compassion. You can simplify complicated information, adapt your approach to different people, and help customers feel informed and supported. - Are adaptable and dependable. You work effectively in a remote environment, navigate ambiguity, and remain thoughtful and reliable when priorities change. - Enjoy being part of a team. You recognize that supporting your colleagues is just as important as supporting your customers, and you contribute to a collaborative, positive environment. - You are passionate about technology, AI, troubleshooting, or improving processes and systems. NICE TO HAVE, NOT REQUIRED We believe that great support professionals come from a variety of backgrounds. While previous healthcare or customer support experience can be helpful, we're equally interested in candidates who demonstrate curiosity, empathy, accountability, and a genuine commitment to helping others. Additional experience that may help you succeed includes: - Experience working in an organization known for exceptional hospitality and customer service, where creating memorable customer experiences is a core part of the culture (e.g., Chewy, Dutch Bros, Chick-fil-A, Four Seasons, Nordstrom, or similar companies). - Familiarity with health insurance, medical billing, or healthcare technology. - Experience verifying insurance benefits, interpreting explanations of benefits (EOBs), or navigating insurance payer portals. - Familiarity with medical terminology, ICD-10 or CPT codes, or healthcare claims processing. - Spanish-language proficiency. You don't need to check every box to be considered. We value people who are curious, eager to learn, and genuinely passionate about making mental healthcare more accessible, compassionate, and human. ROLE DETAILS Employment Type: Full-Time, Non-Exempt Location: Remote, with the expectation to travel 1-2 times per year for company offsites. Schedule: Monday through Friday, with available shifts of 9:00 AM - 6:00 PM and 12:00 PM - 9:00 PM Eastern Time Base Compensation: $24.04 USD per hour. Full Time Employee Benefits: - Health Benefits: Comprehensive medical, dental, vision, life, and disability coverage. - Grow for Grow: No cost access to therapy through the Grow platform (available to US employees) - Financial Wellness: Retirement savings programs and equity opportunities to help you invest in your future. - Flexible Time Off, Paid Holidays & Winter Break: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge - Parental Leave: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend. - Mental Health Mornings/Afternoons: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break. - Wellness & Development Stipend: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources. - Commuter Benefits: Pre tax commuter benefits to support teammates working from one of our hub locations. - Home Office & Meals: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees. - Additional Perks: A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance. Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings. Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Use of AI Tools: We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; they do not make final hiring decisions. Application Review: Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's AI Bias Audit Report https://trust.ashbyhq.com/item/ai-bias-audit-report. Interview Recording: We use BrightHire to record interviews, supporting note-taking and consistency across candidates. Learn more https://help.brighthire.ai/en/articles/4484370-brighthire-for-candidates-faq. Interviews are confidential; you may ask your interviewer to stop recording anytime, or opt out in advance https://app.brighthire.ai/candidate-opt-out/kcrUeiitS5Khw5AcWW_jLg. Choosing not to be recorded will not, by itself, affect your candidacy. AI-Assisted Recruiter Screen: For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone. State-specific notices: Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide n…