Specialist I, Customer Support

The role

You will support clients and providers through live chat, asynchronous messaging, and phone. You will help navigate technical issues, insurance coverage, and billing while working with internal teams to improve the support experience.

What you will do

• Support clients and providers through live chat, asynchronous messaging, and phone
• Investigate underlying issues and work toward accurate resolutions
• Meet expectations for customer satisfaction, response times, and productivity
• Translate complex insurance, billing, and platform information for customers
• Document customer concerns, actions taken, and next steps
• Participate in coaching, quality reviews, training, and team discussions
• Share recurring challenges and emerging trends with your Supervisor
• Honor assigned schedule and manage availability

Required qualifications

• At least 1 year of experience in a customer-facing role, such as customer support, hospitality, retail, or healthcare
• Ability to work effectively in a remote environment

Nice to have

• Worked at an organization known for exceptional hospitality and customer service
• Familiar with health insurance, medical billing, or healthcare technology
• Proficient in Spanish

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, paid holidays, and a full company wide Winter Break
• Up to 18 weeks of paid parental leave and a new child stipend
• Dedicated weekly flexible time for self care
• Annual wellness and development stipend
• Pre tax commuter benefits for hub locations
• Support for home workspace and meal benefits
• Wellness memberships, virtual care, pet insurance discounts, and global travel assistance

About the company

Grow is a three-sided marketplace that empowers providers, augments insurance payors, and serves patients to make mental health care more effective and accessible. The company has received more than $328M in funding.