Job Description
Customer Support Manager
at Grow Therapy
Remote
About us:
We’re on a mission to fundamentally transform mental healthcare accessibility. Grow Therapy empowers therapists to launch and grow thriving insurance-accepting private practices. We’re creating game-changing technology to build America’s biggest behavioral healthcare group and ensure that anyone can afford quality mental healthcare. Following the mass increase in depression and anxiety from the pandemic, 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. Our founders come from Harvard Medical School, Stripe, and Blackstone, and are champions of balancing bold ambitions with a culture that promotes holistic well-being. Since launching in 2020, Grow has raised over $90M from top VCs and angel investors, including TCV, Transformation Capital, SignalFire, Village Global, CoFound, and leaders of Oscar, Nurx, Quartet, Airbnb, and Blackstone.
About The Role
We’re looking for a seasoned people manager and customer support professional who will help to build 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’ll help build, grow, and motivate our customer support teams. You will lead an organization of customer support/service professionals who respond quickly and accurately to customers’ questions via chat and email.
You will be a critical part of our customer experience team working to maintain strong customer retention and NPS. This is a remote role, and you’ll work with a mostly remote team.
You’d be a great fit if…
- You have at least 4 years of experience specifically in customer service/support. We’d also strongly prefer some experience with responding to customers via chat.
- The ideal candidate has worked with enterprise customers.
- You have at least 2 years of experience managing a team of at least 3 people to achieve specific and measurable goals. Bonus points if you’ve grown the team!
- You are comfortable with numbers. You make decisions based on data and can measure team performance based on metrics.
- You’re known as the calm in the eye of the storm. When emotions run high, the team knows they can turn to you.
- When you are given a broad goal, you can create a plan to meet that goal, and then execute your plan.
- You’ve built metrics around time to respond and time to resolution.
- 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 have a proven, quantifiable track record of achievement, as demonstrated by your academic and/or professional pursuits.
Benefits
- The chance to transform the mental healthcare landscape and drive impact from day one
- Our dedication to mental health guides our culture. Wellness benefits include unlimited PTO, winter break, Mental Health Mornings (2hr each week), wellness stipend, team meditation, lunch on us, and so much more!
- Comprehensive health insurance plans, including dental and vision
- Flexible working (hybrid of in-person & remote), relaxed dress code, office pets
- Continuous learning opportunities which include dedicated learning days, generous learning stipend, and monthly mental health workshops
- Strong ownership of your work, mentorship, and unbounded leadership opportunities. You’ll have the opportunity to help build a rapidly scaling organization
- Competitive salary