Specialist I, Provider Support

What You’ll Be Doing:

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.

In this role, you’ll…

Troubleshoot and resolve issues Clients and Therapists raise via Phone and Live Chat.

Dig deep into problems in order to help identify root causes and work with our Product teams to improve the platform overall

Assist and educate customers on the Grow Therapy platform, providing great customer service to our Clients and Therapists.

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.

You’ll Be a Good Fit If:

You are self-motivated, eager to learn, and are comfortable with ambiguity / asynchronous communication

You love problem solving; you’re naturally curious, especially about health tech

Your work ethic is defined by kindness and empathy, prioritizing Customer Experience over everything else

You are successful working independently and remotely, and adapt well to changing priorities and customer needs

You are comfortable meeting quantitative metrics, including the number of conversations you work on per day

You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth

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

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