As a Customer Support Specialist at Grow Therapy you will be at the forefront of our mission to make high-quality mental healthcare accessible and affordable. We are always working to demystify complex systems so that our patients and therapists are empowered with greater knowledge and choice. You will serve as a passionate advocate for both our Clients and Therapists, ensuring they feel heard and supported throughout their journey with us. You will play a crucial role at Grow by troubleshooting and resolving technical issues, assisting and educating customers on our platform, and identifying opportunities for continued customer growth.
What You’ll Be Doing:
- Troubleshoot and resolve issues Clients and Therapists raise via Phone and Live Chat.
- Dig deep into problems in order to help identify root causes and work with our Product teams to improve the platform overall
- Assist and educate customers on the Grow Therapy platform, providing great customer service to our Clients and Therapists.
- Serve as the customer's go-to resource and passionate advocate, ensuring both Clients and Therapists feel heard and supported throughout their journey with Grow Therapy.
You’ll Be a Good Fit If:
- You are self-motivated, eager to learn, and are comfortable with ambiguity / asynchronous communication
- You love problem solving; you’re naturally curious, especially about health tech
- Your work ethic is defined by kindness and empathy, prioritizing Customer Experience over everything else
- You are successful working independently and remotely, and adapt well to changing priorities and customer needs
- You are comfortable meeting quantitative metrics, including the number of conversations you work on per day
- You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth
- Bonus points if you have a track record of at least one year of successful customer-facing professional experience, and / or any knowledge around how Insurances and Coverage works in the US Healthcare industry
- Basic programming or engineering skills and/or interest, as well as education / training / certification in a business- or technology-related field, is a plus but not required
Role Details:
- Employment Type: Full Time, Non-Exempt
Base Compensation: The base compensation range for this position is $50,000 USD Annually (paid hourly: $24.04 USD per hour).
This is a remote role with the expectation to travel 2–3 times per year (e.g., company and department offsites).
Our Core Values
WE’RE HERE TO HELP: People come to Support because they need help with something. Sometimes it’s a Big something and sometimes it’s a Small something, but they’re reaching out because they don’t think they can solve their problem alone. We position ourselves as a partner to their success, and we start from a place of kindness.
ACCOUNTABILITY IS KEY: We recognize that Problems have Solutions, even when not all of them are Tech Support. We believe we’re all responsible for a great Customer experience, and this empowers both how we own our individual work but also how we keep each other to a high standard. We stand up for our Customers and what makes their experience with Grow better, even when it is hard.
SURPRISE AND DELIGHT: Our love of helping others in their time of need defines the experience we provide. We strive to go above and beyond for every person we interact with in order to give people what they don’t know they want, or need. We help people unlock the best parts of the Grow Therapy platform, and ensure they’re successful in their shared mental health journeys.
EMPATHY AND COMPASSION ARE PER-REQUISITES: We always remember: each person we speak to is an individual. Every person we speak to has had a day; some of the days have been good, some bad, but they've all had one. Listening to them and keeping their success at heart is our raison d'etre.
