Specialist I, Customer Support

Grow Therapy

6d•$20 - $24•Remote

About The Position

Grow Therapy is seeking a Customer Support Specialist to help clients and providers navigate the Grow Therapy experience. The role supports people with technical issues, insurance coverage questions, billing questions, and other complex situations, with a focus on making the experience clear, accurate, empathetic, and human. The Specialist provides support through live chat, asynchronous messaging, and phone. They investigate issues, take ownership through resolution or escalation, explain complex information in accessible language, maintain accurate documentation, and meet established expectations for customer satisfaction, response times, case resolution, and productivity. The role also involves participating in coaching and training, sharing recurring customer challenges with internal partners, and contributing to improvements in the support experience. The position reports directly to a Supervisor on the Support team. It is full-time, non-exempt, and remote, with travel expected one to two times per year for company offsites. The Monday-through-Friday schedule has shifts available from 9:00 AM to 6:00 PM or 12:00 PM to 9:00 PM Eastern Time. Base compensation is $24.04 per hour.

Requirements

At least one year of experience in a customer-facing role, such as customer support, hospitality, retail, healthcare, or another service-oriented environment.
Genuine interest in helping others and making mental healthcare more accessible, compassionate, and human.
Curiosity and the ability to ask thoughtful questions and understand people and problems before proposing solutions.
Ownership, follow-through, and initiative in improving the customer experience.
Persistence and skill in investigating complex problems and root causes.
Openness to constructive feedback and commitment to ongoing professional growth.
Ability to balance quality, responsiveness, and productivity.
Clear, compassionate communication and the ability to simplify complex information for different audiences.
Adaptability, dependability, and effectiveness in a remote environment amid ambiguity and changing priorities.
Collaborative approach and willingness to support teammates.
Interest in technology, AI, troubleshooting, or improving processes and systems.
Ability to work the assigned Monday-through-Friday schedule on one of the stated shifts: 9:00 AM–6:00 PM or 12:00 PM–9:00 PM Eastern Time.
Willingness to travel one to two times per year for company offsites.

Nice To Haves

Experience at an organization known for exceptional hospitality and customer service, such as Chewy, Dutch Bros, Chick-fil-A, Four Seasons, Nordstrom, or similar.
Familiarity with health insurance, medical billing, or healthcare technology.
Experience verifying insurance benefits, interpreting explanations of benefits (EOBs), or using insurance payer portals.
Familiarity with medical terminology, ICD-10 or CPT codes, or healthcare claims processing.
Spanish-language proficiency.

Responsibilities

Support clients and providers through live chat, asynchronous messaging, and phone with professionalism and empathy.
Investigate customer issues, seek accurate and complete resolutions, and escalate when additional expertise is needed.
Meet expectations for customer satisfaction, response times, case resolution, and daily productivity while managing workload and inbox organization.
Explain insurance, billing, and platform information clearly, adapting communication to individual needs while maintaining accuracy and the company’s brand voice.
Document customer concerns, actions taken, and next steps; follow policies and procedures and aim to resolve issues during the first interaction when possible.
Participate in coaching, quality reviews, training, and team discussions, and apply feedback to improve product and process knowledge.
Identify recurring customer challenges and improvement opportunities, share insights with the Supervisor, and collaborate with internal partners on root causes.
Honor assigned schedules, manage availability responsibly, adapt to changing business needs, and contribute to a collaborative team environment.

Benefits

Comprehensive medical, dental, vision, life, and disability coverage.
No-cost access to therapy through the Grow platform for U.S. employees.
Retirement savings programs and equity opportunities.
Flexible time off, company-paid holidays, and a company-wide Winter Break.
Up to 18 weeks of paid parental leave and a new child stipend.
Dedicated weekly flexible time for mental health and self-care.
Annual wellness and development stipend.
Pre-tax commuter benefits for employees working from hub locations.
Home workspace support and meal benefits, with offerings tailored to remote and hub-based employees.
Wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts where available, and global travel assistance.