Role Description As a Customer Service Phone Agent, you will serve as a trusted voice of Paleovalley and Wild Pastures, helping customers navigate their health and wellness journey with confidence. You’ll provide exceptional support, resolve customer concerns, and identify opportunities to connect customers with products that best meet their needs. Through every interaction, you will play a key role in strengthening customer loyalty, driving sales growth, and supporting our mission of delivering high-quality, integrity-driven products. What You’ll Do - Deliver exceptional customer experiences by serving as the primary point of contact for inbound phone inquiries, providing professional, friendly, and knowledgeable support. - Support customers throughout their journey by answering questions related to products, orders, subscriptions, promotions, and company policies. - Resolve customer concerns efficiently and empathetically, identifying solutions that build trust and strengthen customer loyalty. - Process customer transactions accurately, including orders, returns, exchanges, and account updates. - Recommend products and solutions that align with customer needs, helping customers make informed purchasing decisions. - Promote and upsell Paleovalley and Wild Pastures products through consultative conversations that create value for the customer. - Achieve established performance goals related to customer satisfaction, call quality, productivity, and sales outcomes. - Maintain accurate customer records and document interactions within company systems and databases. - Collaborate with cross-functional teams to investigate and resolve complex customer issues and ensure timely follow-through. - Stay current on product offerings, promotions, policies, and industry knowledge to provide accurate and effective customer guidance. - Identify recurring customer concerns and share insights and feedback that contribute to continuous improvement across the customer experience. Qualifications - At least 1 year of experience providing phone-based customer support in a high-volume customer service environment. - At least 3 months of sales experience, including recommending products or services to customers. - Previous experience working successfully in a remote work environment. - Experience using customer service, contact center, or CRM platforms and the ability to quickly learn new systems and tools. - Strong verbal communication skills, active listening skills, and a professional phone presence. - Ability to manage multiple priorities while maintaining accuracy and attention to detail in a fast-paced environment. - Ability to work independently, solve problems, and identify appropriate resources with minimal supervision. - Ability to maintain a dedicated, distraction-free, and quiet workspace during working and training hours. - Authorization to work in the United States for any employer without current or future visa sponsorship. Bonus Points - Experience using Aircall, Richpanel, Zendesk, or similar contact center and customer support platforms. - Experience in a high-volume phone support environment, consistently managing 40–50+ customer interactions per day while maintaining quality and customer satisfaction. - Experience supporting customers for e-commerce, direct-to-consumer (DTC), health and wellness, food and beverage, or healthcare brands. - A demonstrated track record of meeting or exceeding customer service, productivity, or sales-related performance metrics. - A coachable, positive attitude and a genuine passion for helping customers solve problems and create exceptional experiences. Benefits - Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees; dependents may be added at employee cost. - Generous Paid time off to support balance and rest. - Paid sick time for when you need it. - Six (6) paid holidays each year. - Paid parental leave for growing families. - 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance. - 401(k) with up to a 4% company match after one year of service. - Monthly product stipend or access to perfectly imperfect damaged product so you can enjoy the nutrient-dense foods you help bring to others.

• Efficiently answer inbound calls, secure messages and other communications from digital bank clients. • Accurately manage communication for new digital bank customers related to new account onboarding. • Solve problems and answer questions; listen to and anticipate clients’ needs in order to completely and accurately resolve their issue on first contact, reporting problems in systems and identifying client impacting situations proactively. • Utilize numerous programs and systems to investigate, troubleshoot and resolve client tickets and inquiries. • Actively participate in testing of bank environments, validation of data and use of systems to adequately verify new code and enhancements are fully vetted. • Monitor Digital Bank applications and decision based on structured account onboarding procedures while adhering to respective regulations and policies. • Complete all transactions with accuracy and within guidelines, policies or procedures, exercising discretion and independent judgement. • Develop oneself professionally by participating in training, engaging in self improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales and client relations skills. Actively participate in coaching and feedback sessions by setting goals and achieving results. • Proactively take advantage of opportunities to become more involved with job training on processes or procedures through daily job functions. • Perform all other related duties as required or assigned.

• Handle problems sent to you by retail and corporate clients through our CRM system. • Provide expert advice on bookings and our products. • Engage with suppliers, hotels, and clients via email and phone. • Utilize CRM systems and our internal databases efficiently.

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 $328Mm in funding, including our Series D, at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others. About The Role We are looking for a Payor Partnership Support Specialist to join Grow Therapy! This position will be part of the Payor Partnership Support Team providing a best in class experience to our Payor Partner Clinicians and Clients. You’ll be part of a remote-friendly team of 13-15 teammates, reporting directly to the team’s manager. Your responsibilities will include: - Answering live calls, chats and emails from our clinicians and clients - Collaborating with other teams within Customer Operations to help solve roadblocks for our stakeholders - Working with the RCM and Engineering teams to find resolutions to bugs and billing issues - Meet with your supervisor to discuss performance opportunities, feedback and set performance goals You’d be a great fit if... - You have at least 2 years of experience in customer support (healthcare billing a plus). - You have at least 1 year of experience assisting customers over the phone, via live chat, and email support. - You can easily pivot and multitask - You can adapt easily to an ever changing environment - You are a high output, high quality individual - You have very high attention to detail - You desire to work in a contact center environment - You take initiative and have a can do attitude towards investigating and solving problems - You are a naturally empathetic individual - You have experience with and knowledge of health insurance/billing - You stay cool, calm and collected under intense interactions - You have a consultative and empathetic attitude - You have an intermediate level of technical understanding - You have experience working with large databases and multiple tools simultaneously Employment Type: Hourly, Non-Exempt Base Compensation: The hourly compensation rate for this position is: Fully Remote Commitment: $24.03 per hour This role is fully remote. Both arrangements include travel 2–3 times per year (e.g., company and department offsites). 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 Full Time Employee Benefits: - Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage. - Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend. - Financial Wellness: 401(k) program and equity opportunities. - Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees. - Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week. - Wellness & Development: Annual stipends to put towards personal & professional growth. - Mental & Physical Health Support: No-cost access to therapy through the Grow platform, weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace). - Extra Perks: Pet insurance discounts, commuter benefits, 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: By submitting your application, you acknowledge and consent to the use of automated tools as part of our recruitment process. Specifically, we use a third-party AI tool, Gem, to assist in the initial screening of resumes. This tool analyzes resumes based on role-specific criteria provided by our recruiters to identify potentially strong matches for the role. Importantly, no hiring decisions are made by the AI tool. All decisions about which candidates move forward are made by our human recruiting team after independent review.More information about Gem’s approach to compliance with California FEHA regulations on automated decision systems and New York Local Law 144 can be found on the Gem compliance website.We are committed to transparency and fairness in our hiring practices. If you have questions about how our AI tools work, or would like more information about how your application will be processed, please contact us at talentops@growtherapy.com. If you require an accommodation due to a disability, or have concerns about the use of AI in the hiring process, please also contact us. We are happy to provide assistance or offer an alternative method of participating in the recruitment process.