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Client Support Specialist I
Grow Therapy. Support clients and providers through live chat, asynchronous messaging, and phone .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with a focus on problem-solving, effective communication, and collaboration. Proven ability to manage workload efficiently while maintaining high standards of customer satisfaction and responsiveness.
Highest-signal resume keywords
Customer Support ExperienceProblem-Solving SkillsClear CommunicationCollaboration SkillsAdaptability in Remote Environment
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Issue InvestigationInsurance Coverage KnowledgeBilling Inquiry ResolutionDocumentation AccuracyCase ResolutionWorkload ManagementCustomer Satisfaction MetricsQuality Review ParticipationTrend IdentificationProcess Improvement
Soft Skills
EmpathyCuriosityOwnershipDependabilityOpenness to Feedback
Industry Keywords
Customer-Facing RoleService-Oriented EnvironmentMental HealthcareRemote WorkCustomer Experience
About the role
Key responsibilities & impact- Support clients and providers through live chat, asynchronous messaging, and phone
- Investigate technical issues, insurance coverage questions, billing questions, and other customer concerns
- Provide accurate, complete, empathetic resolutions and escalate issues when needed
- Meet customer satisfaction, response-time, case-resolution, and daily-productivity expectations
- Manage workload and organized inbox within service-level expectations
- Translate complex insurance, billing, and platform information into clear language
- Document customer concerns, actions taken, and next steps accurately
- Follow established policies and procedures and resolve issues during the first interaction when possible
- Participate 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 assigned schedule and availability
- Collaborate with Customer Support, Product, and other departments to improve the support experience
- Report directly to a Supervisor on the Support team
Requirements
What you’ll need- At least one year of experience in a customer-facing role, including customer support, hospitality, retail, healthcare, or another service-oriented environment
- Genuine interest in helping people and making mental healthcare more accessible
- Curiosity and ability to ask thoughtful questions and investigate problems
- Ownership, follow-through, and commitment to improving customer experiences
- Ability to solve complex problems and identify root causes
- Openness to constructive feedback and professional growth
- Ability to balance quality, responsiveness, and productivity
- Clear, compassionate communication and ability to simplify complicated information
- Adaptability and dependability in a remote environment
- Ability to work collaboratively as part of a team
- Passion for technology, AI, troubleshooting, or improving processes and systems
- Resume must be uploaded in PDF format
- Must be authorized to work lawfully in the United States
Benefits
Comp & perks- Comprehensive medical, dental, vision, life, and disability coverage
- No cost access to therapy through the Grow platform (available to US employees)
- Retirement savings programs and equity opportunities
- Flexible time off, company-paid holidays, and company-wide Winter Break
- Up to 18 weeks of paid parental leave and a new child stipend
- Dedicated weekly flexible time for self-care
- Annual wellness and professional development stipend
- Pre-tax commuter benefits for teammates working from hub locations
- Home office support and meal benefits
- Wellness memberships
- Virtual care
- Pet insurance discounts where available
- Global travel assistance