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Client Support Manager

GT

Location
United States
Base Salary
108k-141k USD
Grow Therapy

Job Description

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 more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others.

What You’ll Be Doing:

We’re looking for a passionate People-first Manager and Customer Support Professional who is excited to continue building out a best-in-class Customer Experience for our Providers (therapists and other mental healthcare professionals operating private practices) and their Clients (people receiving therapy). You will be a critical part of our customer experience team, working to maintain strong customer relations and high CSAT scores that aligns to Grow’s mission of helping to ensure healthcare is accessible to everyone.

In this role, you’ll…

  • Lead and motivate a team of Customer Support Specialists to respond quickly and accurately to customer questions via Phone and Chat
  • Actively assess our current tech stack to ensure that your team has the right tools and resources to do their jobs effectively
  • Work alongside other leaders in the Support Org to remove roadblocks for our Customers and your team, improving internal processes and documenting the change
  • Help set up policies and process that benefit both our Provider and Client Experiences
  • Align your team with stakeholder teams like Client Navigation, Clinical Excellence, Onboarding, Enablement and more to build rapport, credibility, and influence, ultimately advocating for enhancements that improve the customer experience.
  • Serve as the go-to resource and passionate advocate for your team, ensuring both our Customers and your team are successful within their goals at Grow Therapy

Please note: this is a remote role, and you’ll work with a mostly remote team.

Salary range: $107,681 - $140,760

You’ll Be a Good Fit If:

  • You have strong experience leading specifically in Customer Service or Support, particularly in channels like Live Chat and Phone (both Inbound and Outbound) Support
  • You have past experience leading a team of 5-10 people to achieve specific and measurable goals. Bonus points if you’ve grown the team!
  • You're an empathetic leader who prioritizes the well-being of both the team and customer experience, and aims to keep both top of mind when decision making.
  • You are comfortable with numbers and have a data-driven mindset. You’ve built metrics around time to respond / time to resolution, and use that data to drive decisions.
  • You have strong communication skills and can quickly and succinctly present your ideas to company executives.
  • You have a bias for action and care about delivering results and meeting deadlines. You’re able to leverage your adaptability and problem solving skills to navigate the most effective path forward.

Our Core Values:

WE’RE HERE TO HELP

People come to Support because they need help with something. Sometimes it’s a Big something and sometimes it’s a Small something, but they’re reaching out because they don’t think they can solve their problem alone. We position ourselves as a partner to their success, and we start from a place of kindness.

ACCOUNTABILITY IS KEY

We recognize that Problems have Solutions, even when not all of them are Tech Support. We believe we’re all responsible for a great Customer experience, and this empowers both how we own our individual work but also how we keep each other to a high standard. We stand up for our Customers and what makes their experience with Grow better, even when it is hard.

SURPRISE AND DELIGHT

Our love of helping others in their time of need defines the experience we provide. We strive to go above and beyond for every person we interact with in order to give people what they don’t know they want, or need. We help people unlock the best parts of the Grow Therapy platform, and ensure they’re successful in their shared mental health journeys.

EMPATHY AND COMPASSION ARE PER-REQUISITES

We always remember: each person we speak to is an individual. Every person we speak to has had a day; some of the days have been good, some bad, but they've all had one. Listening to them and keeping their success at heart is our raison d'etre.

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.

Note: Please upload your resume in PDF format

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):
    • Flexible working hours and location (remote OR in-office, your choice!)
    • Generous PTO
    • Company-wide winter break
    • Mental health mornings (2 hours each week)
    • Team meditation
    • Wellness Stipend
    • 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

Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Advice from our career coach

As a candidate for the People-first Manager and Customer Support Professional position at Grow Therapy, it is crucial to understand the company's mission of accessibility in mental healthcare and its focus on building a team of mission-driven individuals.

  • Highlight your experience in leading Customer Service or Support teams, particularly in Live Chat and Phone support channels.
  • Showcase your leadership skills in motivating and managing a team towards specific goals, with a focus on customer satisfaction.
  • Demonstrate your ability to work collaboratively with other departments to improve internal processes and enhance the overall customer experience.
  • Emphasize your data-driven mindset and experience in building metrics to measure team performance and drive decisions.
  • Show that you are an empathetic leader who prioritizes both team well-being and customer experience in decision-making.
  • Illustrate your strong communication skills and ability to present ideas effectively to company executives.
  • Highlight your bias for action, problem-solving skills, and commitment to delivering results and meeting deadlines.

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