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Grow Therapy is an online mental healthcare platform that was launched in 2020 during the spike in depression and anxiety amid the COVID-19 pandemic. The missio
Customer Operations Supervisor
Location
United States
Posted
102 days ago
Salary
$74K - $84K / year
Seniority
Senior
Job Description
Customer Operations Supervisor
Grow Therapy
• Lead, coach, and mentor a team of Customer Operations Specialists to meet and exceed performance expectations • Conduct regular 1:1s, provide ongoing feedback, and support individualized growth and development plans • Support onboarding and continuous training to ensure alignment with Grow’s processes, tools, and values • Foster a culture of accountability, collaboration, and empathy—especially when supporting sensitive provider or client needs • Assist with hiring and performance management activities, including participating in interviews, providing hiring recommendations, supporting performance improvement plans, and partnering with Manager leadership on corrective actions and development decisions • Monitor daily workflows and queues to ensure timely, accurate resolution of provider and client inquiries • Ensure adherence to SOPs, documentation standards, and department policies • Review and approve timecards and time-off requests in Rippling • Partner with cross-functional teams (Billing, Credentialing, Tech Support, Product) to resolve complex or escalated cases • Oversee schedules and real-time coverage, making adjustments as needed to maintain service levels • Track and analyze team performance against key metrics, including OKRs and productivity KPIs • Use data insights to coach individual contributors and improve overall team performance • Prepare regular performance updates and insights for Manager or Senior Manager leadership • Identify trends, friction points, and opportunities to improve workflows and operational efficiency • Advocate for provider and client needs in partnership with Product, Operations, and Support teams • Support rollout and communication of new tools, policies, and product updates to the Customer Ops team • Ensure every interaction reflects Grow Therapy’s mission and commitment to high-quality care • Proactively identify and escalate recurring customer pain points or systemic issues • Support empathetic, transparent communication and handle escalations when needed • Review and audit team work to ensure accuracy, professionalism, and empathy • Partner with QA and Enablement teams to maintain high documentation standards and reduce error rates
Job Requirements
- Have experience leading or coaching frontline support or operations teams
- Are comfortable using data to drive performance and operational decisions
- Thrive in fast-paced, high-growth environments
- Communicate clearly and collaborate effectively across teams
- Are motivated by Grow Therapy’s mission and the impact of strong operational leadership.
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.
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