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Customer 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 by effectively resolving issues, managing workload, and maintaining clear communication with clients. Proficient in documenting interactions and collaborating with internal teams to enhance service delivery.
Highest-signal resume keywords
Customer Support ExperienceIssue ResolutionHealth Insurance KnowledgeRemote Work AbilitySpanish-Language Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Issue InvestigationCase ResolutionMedical Billing KnowledgeHealthcare Claims ProcessingICD-10 FamiliarityCPT Code UnderstandingInsurance Benefits VerificationEOB Knowledge
Soft Skills
Effective CommunicationOrganizational SkillsAdaptabilityCollaboration
Tools & Technologies
Grow Therapy Platform
Industry Keywords
Customer-Facing RoleService-Oriented EnvironmentHealthcare TechnologyPayer Portals
About the role
Key responsibilities & impact- Support clients and providers through live chat, asynchronous messaging, and phone
- Investigate customer issues and provide accurate, complete resolutions
- Escalate issues when additional expertise is needed and ensure customers have a clear path forward
- Meet customer satisfaction, response-time, case-resolution, productivity, and service-level expectations
- Manage workload and maintain an organized inbox
- Explain insurance, billing, and Grow Therapy platform information clearly
- 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
- Report directly to a Support Supervisor
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
- Ability to work effectively in a remote environment
- Ability to navigate ambiguity and changing priorities
- Passion for technology, AI, troubleshooting, or improving processes and systems
- Available to work Monday through Friday on a 9:00 AM–6:00 PM or 12:00 PM–9:00 PM Eastern Time shift
- Spanish-language proficiency is a nice-to-have, not required
- 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 nice-to-have, not required
Benefits
Comp & perks- Comprehensive medical, dental, vision, life, and disability coverage
- No cost access to therapy through 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
- Dedicated weekly flexible time for self-care
- Annual wellness and development stipend
- Pre-tax commuter benefits for hub-location teammates
- Home workspace support
- Meal benefits
- Wellness memberships
- Virtual care
- Pet insurance discounts where available
- Global travel assistance
- Company offsites 1–2 times per year