Specialist I, Client Support

<div class="content-intro"><p><strong>About Us:</strong></p> <p>Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we’re building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we’ve empowered more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others.</p> <hr> <p>&nbsp;</p></div><p>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.</p> <p><strong>What You’ll Be Doing:&nbsp;</strong></p> <ul> <li>Troubleshoot and resolve issues Clients and Therapists raise via Phone and Live Chat.</li> <li>Dig deep into problems in order to help identify root causes and work with our Product teams to improve the platform overall</li> <li>Assist and educate customers on the Grow Therapy platform, providing great customer service to our Clients and Therapists.</li> <li>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.</li> </ul> <p><strong>You’ll Be a Good Fit If:&nbsp;</strong></p> <ul> <li>You are self-motivated, eager to learn, and are comfortable with ambiguity / asynchronous communication</li> <li>You love problem solving; you’re naturally curious, especially about health tech</li> <li>Your work ethic is defined by kindness and empathy, prioritizing Customer Experience over everything else&nbsp;</li> <li>You are successful working independently and remotely, and adapt well to changing priorities and customer needs</li> <li>You are comfortable meeting quantitative metrics, including the number of conversations you work on per day</li> <li>You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth</li> <li>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</li> <li>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</li> </ul> <p><strong>Role Details:</strong></p> <p><strong>Employment Type:</strong> Full Time, Non-Exempt&nbsp;</p> <p><strong>Base Compensation:</strong> The base compensation range for this position is <strong>$50,000 USD Annually (paid hourly: </strong><strong>$24.04 USD per hour).</strong></p> <p>This is a <strong>remote role</strong> with the expectation to travel <strong>2–3 times per year</strong> (e.g., company and department offsites).</p><div class="content-conclusion"><p><strong>Full Time Employee Benefits:</strong></p> <ul> <li><strong>Comprehensive Health Coverage:</strong> Medical, dental, and vision insurance, plus life and disability coverage.</li> <li><strong>Parental Leave &amp; Family Support: </strong>Up to 18 weeks paid leave and a new child stipend.</li> <li><strong>Financial Wellness:</strong> 401(k) program and equity opportunities.</li> <li><strong>Meals &amp; Home Office Support: </strong>Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.</li> <li><strong>Time Off to Recharge:</strong> Flexible PTO, 12 paid holidays, and a full winter break week.</li> <li><strong>Wellness &amp; Development: </strong>Annual stipends to put towards personal &amp; professional growth.</li> <li><strong>Mental &amp; Physical Health Support:</strong> No-cost&nbsp;access to therapy through the Grow platform, weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).</li> <li><strong>Extra Perks: </strong>Pet insurance discounts, commuter benefits, and global travel assistance.</li> </ul> <hr> <p><em>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.</em></p> <hr> <p><em>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.&nbsp;</em></p> <hr> <p><span style="font-size: 8pt;"><strong><em data-stringify-type="italic">Use of AI Tools:</em></strong><strong data-stringify-type="bold"><em data-stringify-type="italic"> </em></strong><em data-stringify-type="italic">By submitting your application, you acknowledge and consent to the use of automated tools as part of our recruitment process. Specifically, we use a third-party AI tool,</em><em data-stringify-type="italic"><a class="c-link" href="https://www.gem.com/" target="_blank" data-stringify-link="https://www.gem.com" data-sk="tooltip_parent">&nbsp;Gem</a></em><em data-stringify-type="italic">, to assist in the&nbsp;</em><strong><em data-stringify-type="italic">initial screening of resumes</em></strong><em data-stringify-type="italic">. This tool analyzes resumes based on role-specific criteria provided by our recruiters to identify potentially strong matches for the role. </em><strong data-stringify-type="bold"><em data-stringify-type="italic">I</em></strong><strong><em data-stringify-type="italic">mportantly, no hiring decisions are made by the AI tool</em></strong><strong data-stringify-type="bold"><em data-stringify-type="italic">.</em></strong><em data-stringify-type="italic">&nbsp;All decisions about which candidates move forward are made by our human recruiting team after independent review.</em><em data-stringify-type="italic">More information about Gem’s approach to compliance with&nbsp;</em><em data-stringify-type="italic"><a class="c-link" href="https://support.gem.com/hc/en-us/articles/14870255473687-Gem-AI-Legal-Privacy-Compliance-FAQs#:~:text=How%20does%20Gem%20comply,non%2Ddiscriminatory%20hiring%20practices." target="_blank" data-stringify-link="https://support.gem.com/hc/en-us/articles/14870255473687-Gem-AI-Legal-Privacy-Compliance-FAQs#:~:text=How%20does%20Gem%20comply,non%2Ddiscriminatory%20hiring%20practices." data-sk="tooltip_parent">California FEHA regulations on automated decision systems</a></em><em data-stringify-type="italic">&nbsp;and&nbsp;</em><em data-stringify-type="italic"><a class="c-link" href="https://support.gem.com/hc/en-us/articles/14870255473687-Gem-AI-Legal-Privacy-Compliance-FAQs#:~:text=How%20does%20Gem%20address%20NY,proper%20security%20and%20procedural%20standards." target="_blank" data-stringify-link="https://support.gem.com/hc/en-us/articles/14870255473687-Gem-AI-Legal-Privacy-Compliance-FAQs#:~:text=How%20does%20Gem%20address%20NY,proper%20security%20and%20procedural%20standards." data-sk="tooltip_parent">New York Local Law 144</a></em><em data-stringify-type="italic">&nbsp;can be found on the Gem compliance website.</em><em data-stringify-type="italic">We are committed to transparency and fairness in our hiring practices. If you have questions about how our AI tools work, or would like more information about how your application will be processed, please contact us at [email protected]</em><em data-stringify-type="italic"><a href="mailto:[email protected]">.</a></em><em data-stringify-type="italic"> If you require an accommodation due to a disability, or have concerns about the use of AI in the hiring process, please also contact us. We are happy to provide assistance or offer an alternative method of participating in the recruitment process.</em></span></p></div>