Knowledge Specialist 3 - Knowledge Base, Customer Operations

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.

Your Impact at Grow:

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 Knowledge Specialist III, Customer Operations to make complex operational processes clear, accurate, and usable for the teams who rely on them. You’ll start with a deep focus on internal Customer Operations content and the team macros that support client and provider support, and as our internal knowledge foundation matures, your remit may expand to external Help Center content.

You’ll own knowledge from intake through publication, validation, maintenance, and retirement, partnering with Customer Operations subject matter experts, frontline specialists, Quality, Training, Product, and Operations leaders to turn policies, product updates, process changes, and frontline feedback into guidance that works in real scenarios. Your goal is a trusted source of truth that helps frontline teams find the right answer and support clients and providers accurately.

What You’ll Be Doing:

• Create, edit, organize, publish, and retire internal guides, standard operating procedures, decision trees, job aids, troubleshooting guides, and other knowledge resources for Customer Operations.

• Translate complex support policies, product behavior, compliance requirements, and operating processes into clear, action-oriented guidance for frontline and operational teams.

• Create and maintain team macros that keep agent responses accurate, consistent, and empathetic, and, as the role expands, adapt internal guidance into external Help Center articles for client and provider self-service while protecting sensitive operational information.

• Manage the content lifecycle for your domains (intake, prioritization, subject matter expert review, approval, publication, revalidation, version control, and retirement), keeping naming, metadata, ownership, and findability logical.

• Test priority content against real or representative cases, document gaps, and drive them to resolution, and monitor product, policy, payer, process, and regulatory changes so guidance is updated before it creates risk.

• Partner with Customer Operations leaders, subject matter experts, internal and business process outsourcing (BPO) support teams, Training, and Quality to make ownership, decisions, and approval timelines clear, support launches, and escalate unresolved policy ambiguity.

• Track and report knowledge measures such as validation coverage and pass rate, change-update SLA, demand coverage, and user feedback, and recommend improvements to templates, governance, workflows, and tooling.

• Structure content so it supports both human teammates and AI-enabled workflows, and communicate approved updates to Customer Operations teams in partnership with managers, who retain ownership of change management, adoption, and adherence.

What You’ll Bring:

• You have 2+ years of experience in knowledge management, content operations, technical or process writing, customer operations, support enablement, or a closely related field, and equivalent demonstrated internal experience is welcome.

• You have working knowledge of customer support operations, such as client and provider support, account access, scheduling, troubleshooting, and escalation handling.

• You write and edit well, turning complex or incomplete source material into concise, actionable guidance for different audiences.

• You’ve partnered with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval.

• You have a practical quality mindset: you test whether guidance works, find edge cases and risk, and revise based on evidence rather than preference.

• You’re organized and take ownership, managing competing requests, communicating tradeoffs, and keeping stakeholders informed in a fast-changing environment.

• You’re comfortable using data and feedback to prioritize content work and judge whether knowledge is accurate, findable, and effective.

Nice to have:

• You have hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools, and with tools like Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content-governance tooling.

• You’re familiar with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer-specific requirements.

• You’ve written structured content for AI search, agent-assist, automation, or other knowledge-retrieval use cases, or supported a high-growth, regulated, or operationally complex organization.

Exemption Status: Exempt

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location.

General Information About Working at Grow
The information below provides an overview of work arrangements and full-time employee benefits at Grow. Applicability varies by role, employment type, and location; please refer to the job description above for this role’s work arrangement.

Work Location & Travel:

Hybrid Roles are onsite from a listed Hub location three days per week ( Tuesday, Wednesday, Thursday), unless otherwise specified in the above job description. The hybrid arrangement will include travel 2–3 times per year (e.g., company and department offsites).

Remote roles are fully remote within the United States. The remote arrangement will include travel 2–3 times per year (e.g., company and department offsites).

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.

Interview Recording: We use BrightHire to record interviews, supporting note-taking and consistency across candidates. Learn more. Interviews are confidential; you may ask your interviewer to stop recording anytime, or opt out in advance. 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 notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we'll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained.

Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact [email protected]. We’re happy to help or offer an alternative way to participate.