Grow Therapy

Customer Operations Supervisor

Grow Therapy

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $74,000 - $84,000 per year

About the role

  • 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

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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
performance managementdata analysisworkflow optimizationSOP adherenceKPI trackingteam performance metricsonboardingtraininghiring recommendationstimecard approval
Soft Skills
leadershipcoachingmentoringcommunicationcollaborationempathyaccountabilityproblem-solvingtransparencyadaptability