Customer Support Specialist

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 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

Note: We're currently hiring across the following shift: 12 PM to 9 PM Eastern.

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.