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.
We are looking for a team lead for our BPO Operations Centralized Team, providing top-notch service to our clients. You’ll play a critical role in building out our client support team, both onshore and offshore, ensuring our team meets metrics for first response, time to resolution, and CSAT. You will be a part of a remote friendly team, reporting directly to the Senior Manager of Vendor Operations.
What you will be doing:
- Lead, coach, and mentor team members to ensure high performance and professional growth.
- Track and analyze team performance metrics such as first response time, time to resolution, and CSAT.
- Conduct daily quality checks on support interactions to ensure adherence to company standards.
- Provide support and guidance to team members in managing difficult communications and resolving issues.
- Ensure the team meets or exceeds service level agreements (SLAs) and performance targets.
- Manage and prioritize multiple tasks and responsibilities to maintain smooth operations.
The salary range for this position is $65,000 - $85,000 USD.
You’d be a great fit if:
- You have 4+ years in customer support, preferably product-focused, technical, or healthtech, and at least 1 year of experience leading 3+ people in a frontline support role.
- You have experience working with or coaching a BPO team.
- You are comfortable in a high-volume contact center environment, providing quality checks, and working to SLAs and performance metrics.
- You have excellent communication, data proficiency, and attention to detail skills.
- You have a bias for action, operational excellence, and adaptability.
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!)
- Flexible Time Off
- 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
#LI-REMOTE
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.
