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 to be at the forefront of our mission to make high-quality mental health care accessible and affordable. You’ll help clients navigate complex situations with empathy, curiosity, and care, while taking pride in delivering accurate, timely, and reliable support.
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.
You’re naturally curious, ask thoughtful questions, and challenge assumptions. You enjoy digging beneath the surface to find root causes and thoughtful solutions before jumping ahead.
You take ownership, follow through on commitments, and don’t wait to be asked when you see something that needs attention.
You’re self-aware and eager to grow, welcome constructive feedback, and reflect on your experiences to keep improving.
You care about doing excellent work and balance quality, responsiveness, and productivity to deliver consistently strong results.
You communicate with clarity and compassion, simplify complicated information, and adapt your approach to different people.
You’re adaptable and dependable, work effectively in a remote environment, and stay thoughtful and reliable when priorities change.
You enjoy being part of a team and know that supporting your colleagues matters as much as supporting your customers.
You’re passionate about technology, AI, troubleshooting, or improving processes and systems.
Nice to have:
You’ve worked at an organization known for exceptional hospitality and customer service, such as Chewy, Dutch Bros, Chick-fil-A, Four Seasons, Nordstrom, or similar companies.
You’re familiar with health insurance, medical billing, or healthcare technology, including verifying benefits, reading explanations of benefits (EOBs), navigating payer portals, medical terminology, ICD-10 or CPT codes, or claims processing.
You’re proficient in Spanish.
Full Time Employee Benefits:
Health Benefits: Comprehensive medical, dental, vision, life, and disability coverage.
Grow for Grow: No cost access to therapy through the Grow platform (available to US employees)
Financial Wellness: Retirement savings programs and equity opportunities to help you invest in your future.
Flexible Time Off, Paid Holidays & Winter Break: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge
Parental Leave: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend.
Mental Health Mornings/Afternoons: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break.
Wellness & Development Stipend: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources.
Commuter Benefits: Pre tax commuter benefits to support teammates working from one of our hub locations.
Home Office & Meals: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees.
Additional Perks: A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance.
Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.
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.
Use of AI Tools: We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; they do not make final hiring decisions.
Application Review: Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's AI Bias Audit Report.
Interview Recording: We use BrightHire to record interviews, supporting note-taking and consistency across candidates. Learn more. Interviews are confidential; you may ask your interviewer to stop recording anytime, or opt out in advance. Choosing not to be recorded will not, by itself, affect your candidacy.
AI-Assisted Recruiter Screen: For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone.
State-specific notices: Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we'll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained.
Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact [email protected]. We’re happy to help or offer an alternative way to participate.
Skills Required
- One year of experience working with insurance across multiple commercial and government payors
- Strong knowledge of medical terminology
- Knowledge of ICD-10 and CPT codes, preferably in mental health
- Experience using Claim MD or Availity to verify benefits
- Ability to read and explain EOBs and insurance benefits to patients
- Experience working with various payor portals
- Self-motivated and comfortable with ambiguity and asynchronous communication
- Strong problem-solving skills and interest in health technology
- Kindness, empathy, and customer-focused work ethic
- Ability to work independently and remotely and adapt to changing priorities
- Comfort meeting quantitative performance metrics
- Ability to thrive in a fast-paced startup environment
- Bilingual ability, preferably Spanish
What the Team is Saying
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Grow Therapy Compensation & Benefits Highlights
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Healthcare Strength — Company materials describe comprehensive medical, dental, vision, life, and disability coverage for full-time employees, and feedback suggests access to free therapy and designated mental-health time further reinforce wellbeing. The overall health-related offering appears notably robust for eligible corporate roles.
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Leave & Time Off Breadth — The careers page advertises flexible PTO, paid holidays, and a company-wide winter break, and feedback suggests these policies provide meaningful opportunities for rest. Mental Health Mornings or Afternoons add additional protected time for personal care.
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Parental & Family Support — Job postings promote extended paid parental leave alongside a new-child stipend, indicating strong family support for eligible employees. Feedback suggests these benefits are a standout element of the package.
Grow Therapy Insights
What We Do
We bring together clinical expertise, always-on tools, and deep insights so clients can improve their lives, providers can build practices they're proud of, and businesses can offer more effective, more efficient care. We believe mental health is a never-ending pursuit, and we build toward that progress every day. For our team, that means a day's work can literally change someone's life. So, if you thrive on directly impacting lives, meeting complex problems head on, and working at a pace with some of the sharpest, kindest people, you've come to the right place. What We Value Build for our loved ones. This work is personal to us. When you deeply care about someone, you'd run through walls for them. Everything we build is based on that urgency and the standard we'd want for the people closest to us. High bar, high care. We expect excellence from ourselves and each other. Our mission demands it. We also expect ego to take a backseat, humanity to drive a culture of growth and feedback, and everyone to support each other as we chase ambitious goals. Change is the job. We see ambiguity as an opportunity. Everything is changing all the time: the world, the landscape, our company, and ourselves. For us, success is driving change, and resilience is essential to succeed. We act and adapt fast, then adapt again. Our Team Grow was founded by a team from Harvard Medical School, Stripe, and Blackstone, pairing clinical depth with experience building infrastructure at scale. That combination of bold vision and rigorous care shapes how Grow leaders show up today: with a humility that gives everyone else permission to do the same. That same spirit runs through the rest of the team. We've grown fast — from 5 to 600+ teammates in 5 years — and while we're a long way from day one, the mindset hasn't changed: no egos, no silos, no "sounds like a you" problem. People here are sharp, humble, and invested in getting it right, and they show up for each other with the same care they bring to the work. The Backing to Build What's Next We're backed by investors who believe in what we're building, including Sequoia Capital, Goldman Sachs Alternatives, TCV, Transformation Capital, SignalFire, and Plus Capital. With $328 million raised at a $3 billion valuation, this backing reflects something bigger than capital: it's a vote of confidence that Grow is the team equipped to take on one of the hardest, most consequential problems — getting people the mental health care they need.
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Grow Therapy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We value hybrid and remote work, with our headquarters in New York City and offices in San Francisco, Seattle, and Waterloo, Canada. Our teammates also work from various states from coast to coast.
