Specialist I, Client Support

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. As a member of the Customer Support team, you'll help clients navigate their experience with Grow Therapy, including technical issues, insurance coverage questions, and billing questions. You will report directly to a Supervisor on the Support team.

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 ensuring clear paths forward; Balance quality with efficiency, meeting customer satisfaction, response time, resolution, and productivity expectations; Communicate complex insurance, billing, and platform information in easily understood language; Maintain accurate documentation of customer concerns, actions taken, and next steps; Follow policies and procedures and strive to resolve issues on first interaction; Participate in coaching, quality reviews, training, and team discussions; Identify recurring customer challenges and opportunities to improve the support experience; Collaborate with Customer Support, Product, and other departments; Honor assigned schedule and contribute to a collaborative team environment

Requirements

At least one year of experience in a customer-facing role, including customer support, hospitality, retail, healthcare, or another service-oriented environment; Kindness and genuine care for helping people; Curiosity and willingness to ask thoughtful questions and challenge assumptions; Ownership and follow-through on commitments; Ability to solve complex problems and find root causes; Openness to constructive feedback and continuous improvement; Ability to balance quality, responsiveness, and productivity; Clear and compassionate communication, including simplifying complicated information; Adaptability and dependability in a remote environment; Enjoyment of teamwork

Nice to have

Passion for technology, AI, troubleshooting, or improving processes and systems

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 (which 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; Annual Wellness & Development Stipend; Pre-tax commuter benefits for hub location teammates; Home office support and meal benefits; Additional perks including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance