Customer Support Specialist I

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support to clients and providers via live chat, asynchronous messaging, and phone interactions.

• Investigate customer issues and deliver accurate, comprehensive resolutions.

• Escalate issues when additional expertise is required, ensuring customers have a clear process moving forward.

• Achieve customer satisfaction, response time, case resolution, productivity, and service level goals.

• Organize workload effectively while maintaining an orderly inbox.

• Clearly explain insurance, billing, and Grow Therapy platform information.

• Accurately document customer concerns, actions taken, and next steps.

• Adhere to established policies and procedures, resolving issues during the first interaction whenever feasible.

• Engage in coaching, quality reviews, training, and team discussions.

• Identify recurring customer challenges and emerging trends.

• Share insights with the Supervisor and collaborate with internal partners to address root causes.

• Maintain the assigned schedule and availability.

• Report directly to a Support Supervisor.

⛳️ Requirements

• Minimum of one year of experience in a customer-facing role, such as customer support, hospitality, retail, healthcare, or another service-oriented setting.

• Ability to function effectively in a remote working environment.

• Capability to navigate ambiguity and shifting priorities.

• A strong interest in technology, AI, troubleshooting, or enhancing processes and systems.

• Availability to work Monday through Friday on either a 9:00 AM–6:00 PM or 12:00 PM–9:00 PM Eastern Time shift.

• Proficiency in Spanish is a plus, but not mandatory.

• Familiarity with health insurance, medical billing, healthcare technology, insurance benefits verification, EOBs, payer portals, medical terminology, ICD-10, CPT codes, or healthcare claims processing is advantageous but not required.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability coverage.

• Free access to therapy via the Grow platform for US employees.

• Retirement savings programs.

• Equity opportunities.

• Flexible time off.

• Company-paid holidays.

• Company-wide Winter Break.

• Up to 18 weeks of paid parental leave.

• New child stipend.

• Designated weekly flexible time for self-care.

• Annual wellness and development stipend.

• Pre-tax commuter benefits for teammates in hub locations.

• Support for home workspace setup.

• Meal benefits.

• Wellness memberships.

• Virtual care services.

• Discounts on pet insurance where available.

• Global travel assistance.

• Company offsites 1–2 times per year.