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.

The Opportunity:

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. You’ll be at the forefront of our mission to make high-quality mental health care accessible and affordable, helping clients navigate their experience with Grow Therapy, whether they’re dealing with a technical issue, a question about insurance coverage, or a confusing bill.

For us, exceptional support goes beyond resolving tickets. It’s 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 spot recurring challenges and advocate for improvements, and you’ll report directly to a Supervisor on our Support team. You’ll have room to develop your skills, contribute ideas, and make a meaningful impact as we continue to grow. Where a day’s work is life-changing.

What You’ll Be Doing:

• Support clients and providers through live chat, asynchronous messaging, and phone with professionalism, empathy, and a commitment to making complicated experiences feel simpler and more human.

• Ask thoughtful questions, investigate underlying issues, and work toward accurate, complete resolutions, escalating when more expertise is needed so customers have a clear path forward.

• Meet expectations for customer satisfaction, response times, case resolution, and daily productivity, keeping an organized inbox and resolving inquiries within service-level expectations.

• Translate complex information about insurance, billing, and the Grow Therapy platform into language customers can easily understand, adapting your style while staying accurate, professional, and true to Grow’s brand voice.

• Document customer concerns, actions taken, and next steps accurately, follow established policies and procedures, honor your commitments, and aim to resolve issues in the first interaction whenever possible.

• Take part in coaching, quality reviews, training, and team discussions, welcome constructive feedback, and deepen your knowledge of our products and processes.

• Share recurring challenges and emerging trends with your Supervisor, and work with internal partners to address root causes and improve the support experience.

• Honor your assigned schedule, manage your availability responsibly, and stay adaptable as business needs evolve while supporting your teammates.

What You’ll Bring:

• You have at least 1 year of experience in a customer-facing role, such as customer support, hospitality, retail, healthcare, or another service-oriented environment.

• You have kindness at your core, find fulfillment in helping people, and feel personally invested in making mental health care more accessible, compassionate, and human.

• You’re naturally curious, ask thoughtful questions, and challenge assumptions. You enjoy digging beneath the surface to find root causes and thoughtful solutions before jumping ahead.

• You take ownership, follow through on commitments, and don’t wait to be asked when you see something that needs attention.

• You’re self-aware and eager to grow, welcome constructive feedback, and reflect on your experiences to keep improving.

• You care about doing excellent work and balance quality, responsiveness, and productivity to deliver consistently strong results.

• You communicate with clarity and compassion, simplify complicated information, and adapt your approach to different people.

• You’re adaptable and dependable, work effectively in a remote environment, and stay thoughtful and reliable when priorities change.

• You enjoy being part of a team and know that supporting your colleagues matters as much as supporting your customers.

• You’re passionate about technology, AI, troubleshooting, or improving processes and systems.

Nice to have:

• You’ve worked at an organization known for exceptional hospitality and customer service, such as Chewy, Dutch Bros, Chick-fil-A, Four Seasons, Nordstrom, or similar companies.

• You’re familiar with health insurance, medical billing, or healthcare technology, including verifying benefits, reading explanations of benefits (EOBs), navigating payer portals, medical terminology, ICD-10 or CPT codes, or claims processing.

• You’re proficient in Spanish.

Exemption Status:

Non-Exempt

Footer (added to every JD): If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.

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.