[Hiring] Customer Support Specialist @Grow Therapy

Role Description

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. 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 by:

• Troubleshooting and resolving issues Clients and Therapists raise via Phone and Live Chat.
• Digging deep into problems to help identify root causes and working with our Product teams to improve the platform overall.
• Assisting and educating customers on the Grow Therapy platform, providing great customer service to our Clients and Therapists.
• Serving 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.

Qualifications

• Self-motivated, eager to learn, and comfortable with ambiguity / asynchronous communication.
• Love problem solving; naturally curious, especially about health tech.
• Work ethic defined by kindness and empathy, prioritizing Customer Experience over everything else.
• Successful working independently and remotely, adapting well to changing priorities and customer needs.
• Comfortable meeting quantitative metrics, including the number of conversations worked on per day.
• Thrives in a fast-paced startup environment, excited about contributing to the startup’s growth.
• Bonus points for at least one year of successful customer-facing professional experience and/or knowledge of Insurances and Coverage 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.

Requirements

• Employment Type: Hourly, Non-Exempt.
• Base Compensation: $24.04 per hour.
• This role is fully remote.
• Includes travel 2–3 times per year (e.g., company and department offsites).

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.