Customer Support Representative

Posted Oct 3

About us: 

Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we’re building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we’ve empowered over 10 thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised over $100mm of funding from Transformation Capital, TCV, and SignalFire. 

As a Frontline Customer Support Representative 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 providers, ensuring they feel heard and supported throughout their journey with us. You will play a crucial role at Grow by troubleshooting and resolving technical and billing issues, assisting and educating customers on our platform, and identifying opportunities for continued customer growth.

Join us in our mission to support independent therapists and clients on their mental health journey, as we make personalized therapy more accessible so that everyone can grow, heal, and lead lives that are more resilient, empathic, hopeful, and powerful.

In this role, you’ll…

  1. Serve as the customer's go-to resource and passionate advocate, ensuring both clients and providers feel heard and supported throughout their journey with Grow Therapy.
  2. Troubleshoot and resolve technical and billing issues.
  3. Assist and educate customers on the Grow Therapy platform.
  4. Identify opportunities for continued customer growth.

Salary range: $50,000 - $55,000

You’ll Be a Good Fit If:

  • You lead with empathy, and prioritize customer value over everything else (working closely to find solutions that make their goals possible)
  • 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
  • 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

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume. 

Next Steps:

We will only consider your application if you've completed the questions below. Please submit your resume and your take home assignment, and we will follow up with you. The following is a simple test we've produced to help gauge ability as well as review writing samples. Before we begin, though, we want to be transparent on our expectations. Grow Therapy Support is a 40-hour a week role that does include working weekend shifts, staffed for Email and Chat channels with the occasional Outbound follow-up call. The success of this role is measured via Tickets per Day, Time to Respond, Time to Resolve and Positive CSAT scores.

With that noted, please answer the questions below. This should take 45 minutes or less to complete. 

Important: We are monitoring take home assignment submissions to ensure that candidates are not using AI to complete the assignment. If we determine that you have used AI to complete the questions, we will reject your application immediately. 

Benefits

  • The chance to drive impact within the mental healthcare landscape from day one
  • Comprehensive health insurance plans, including dental and vision
  • Our dedication to mental health guides our culture. Wellness benefits include (but are not limited to):
  1. Flexible working hours and location (remote OR in-office, your choice!)
  2. Generous PTO 
  3. Company-wide winter break 
  4. Mental health mornings (2 hours each week)
  5. Team meditation
  6. Wellness Stipend
  7. In-office lunch and biweekly remote lunch on us! 
  • Continuous learning opportunities 
  • Competitive salary 
  • The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities 

#LI-REMOTE