Specialist I, Client Support

Grow Therapy

6d•$20 - $24•Remote

About The Position

Grow Therapy is seeking a customer support specialist to help clients and providers navigate their experience with the platform. The role provides thoughtful, accurate, and empathetic support for technical issues, insurance coverage questions, billing inquiries, and other needs through live chat, asynchronous messaging, and phone. The specialist takes ownership of customer interactions, makes complex information easier to understand, and helps customers feel informed and confident about next steps. The position works closely with Customer Support, Product, and other teams to identify recurring challenges and improve the customer experience. It reports directly to a Supervisor on the Support team and offers opportunities to develop skills, contribute ideas, and support improvements as the company grows. This is a fully remote, hourly, non-exempt role.

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 care for others and interest in making mental healthcare more accessible and compassionate.
Curiosity and ability to ask thoughtful questions and understand people and problems before proposing solutions.
Ownership, follow-through, and initiative in improving customer experiences.
Persistence and curiosity in investigating complex problems and root causes.
Self-awareness, openness to constructive feedback, and commitment to professional growth.
Ability to balance quality, responsiveness, and productivity.
Clear, compassionate communication and ability to simplify complex information for different audiences.
Adaptability and dependability in a remote environment and when priorities change.
Ability to contribute to a collaborative and positive team environment.
Passion for technology, AI, troubleshooting, or improving processes and systems.

Responsibilities

Support clients and providers through live chat, asynchronous messaging, and phone with professionalism and empathy.
Investigate customer issues, work toward 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 and accurately, adapting communication to customers’ needs.
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 share insights with the Supervisor and internal partners to address root causes and improve support.
Honor assigned schedules, manage availability responsibly, adapt to changing business needs, and contribute to a collaborative team.

Benefits

Comprehensive medical, dental, vision, life, and disability coverage.
No-cost access to therapy through the Grow platform for US 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 self-care.
Annual wellness and development stipend.
Pre-tax commuter benefits for teammates working from hub locations.
Home workspace support and meal benefits tailored to remote and hub-based employees.
Wellness memberships, virtual care, pet insurance discounts where available, and global travel assistance.