Specialist I, Customer Support

About Us

Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others.

At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters.

This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place.

The Opportunity

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. You’ll be at the forefront of our mission to make high-quality mental health care accessible and affordable, helping clients navigate their experience with Grow Therapy, whether they’re dealing with a technical issue, a question about insurance coverage, or a confusing bill.

For us, exceptional support goes beyond resolving tickets. It’s recognizing what someone needs, taking ownership of their experience, and helping them feel understood and confident about what comes next. You’ll work closely with teammates across Customer Support, Product, and other departments to spot recurring challenges and advocate for improvements, and you’ll report directly to a Supervisor on our Support team. You’ll have room to develop your skills, contribute ideas, and make a meaningful impact as we continue to grow. Where a day’s work is life-changing.

What You’ll Be Doing

Support clients and providers through live chat, asynchronous messaging, and phone with professionalism, empathy, and a commitment to making complicated experiences feel simpler and more human.

Ask thoughtful questions, investigate underlying issues, and work toward accurate, complete resolutions, escalating when more expertise is needed so customers have a clear path forward.

Meet expectations for customer satisfaction, response times, case resolution, and daily productivity, keeping an organized inbox and resolving inquiries within service-level expectations.

Translate complex information about insurance, billing, and the Grow Therapy platform into language customers can easily understand, adapting your style while staying accurate, professional, and true to Grow’s brand voice.

Document customer concerns, actions taken, and next steps accurately, follow established policies and procedures, honor your commitments, and aim to resolve issues in the first interaction whenever possible.

Take part in coaching, quality reviews, training, and team discussions, welcome constructive feedback, and deepen your knowledge of our products and processes.

Share recurring challenges and emerging trends with your Supervisor, and work with internal partners to address root causes and improve the support experience.

Honor your assigned schedule, manage your availability responsibly, and stay adaptable as business needs evolve while supporting your teammates.

What You’ll Bring

You have at least 1 year of experience in a customer-facing role, such as customer support, hospitality, retail, healthcare, or another service-oriented environment.

You have kindness at your core, find fulfillment in helping people, and feel personally invested in making mental health care more accessible, compassionate, and human.