Supervisor, Customer Operations
Grow Therapy
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’re looking for Supervisors to join our Customer Operations organization. This role is responsible for leading a team of frontline specialists, ensuring operational excellence, and delivering a consistently high-quality support experience for providers and clients.
As a Supervisor, you will focus on day-to-day people leadership, operational execution, and performance coaching, while partnering closely with your Manager to escalate trends, contribute to process improvements, and support team development. This role is ideal for a developing people leader who thrives in execution, coaching, and operational consistency within a fast-paced environment.
What You’ll Do:
Team Leadership & Development
- 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
Operational Oversight
- 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
Performance Management & Reporting
- 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
Process Improvement & Cross-Functional Collaboration
- 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
Customer Experience & Advocacy
- 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
Quality Assurance & Compliance
- 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
You’ll Be a Good Fit If You:
- 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
Employment Type: Full Time, Exempt
Base Compensation: The base compensation range for this position is $74,000–$84,000 USD Annually.
This is a remote role with the expectation to travel 2–3 times per year (e.g., company and department offsites).
The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location.
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.