Specialist I, Client Billing Support

Grow is a three-sided marketplace working to make mental health care more effective and accessible. The Customer Support Specialist helps clients and providers navigate complex situations with empathy, curiosity, and care, while delivering accurate, timely, and reliable support. Full-time, non-exempt remote role with Monday through Friday shifts of 9:00 AM - 6:00 PM or 12:00 PM - 9:00 PM Eastern Time, and expected travel of 1-2 times per year for company offsites.

Responsibilities

Deliver exceptional customer experiences through live chat, asynchronous messaging, and phone support for clients and providers; Solve problems with curiosity and ownership, investigating underlying issues and driving accurate, complete resolutions; Balance quality with efficiency, meeting customer satisfaction, response time, and productivity expectations; Communicate complex insurance, billing, and platform information in clear, easy-to-understand language; Take accountability by maintaining accurate documentation, following policies, and resolving issues on first interaction when possible; Continuously learn and improve through coaching, quality reviews, and training; Identify opportunities to improve the support experience and share insights with the Supervisor; Be a dependable teammate who honors schedules and collaborates with the team

Requirements

At least one year of experience in a customer-facing role (customer support, hospitality, retail, healthcare, or another service-oriented environment); Kindness and genuine care for others; Natural curiosity and thoughtful questioning; Ownership and follow-through on commitments; Ability to solve complex problems and find root causes; Self-awareness and openness to constructive feedback; Commitment to excellent work balancing quality, responsiveness, and productivity; Clear and compassionate communication that simplifies complicated information; Adaptability and dependability, including working effectively in a remote environment; Enjoys teamwork; Passion for technology, AI, troubleshooting, or improving processes and systems

Nice to have

Experience in an organization known for exceptional hospitality and customer service; Familiarity with health insurance, medical billing, or healthcare technology; Experience verifying insurance benefits, interpreting explanations of benefits (EOBs), or navigating insurance payer portals; Familiarity with medical terminology, ICD-10 or CPT codes, or healthcare claims processing; Spanish-language proficiency

Benefits

Comprehensive medical, dental, vision, life, and disability coverage; No-cost access to therapy through the Grow platform (available to US employees); Retirement savings programs and equity opportunities; Flexible time off, company paid holidays (vary by country), and company-wide Winter Break; Up to 18 weeks of paid parental leave and a new child stipend; Weekly Mental Health Mornings/Afternoons for flexible self-care time; Annual wellness and development stipend; Pre-tax commuter benefits for hub location teammates; Home office support and meal benefits; Wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance