Manager - Client Billing Support

We’re seeking a people-first Manager, Client Billing Support to build and scale a best-in-class Billing Support experience for our Providers (therapists and mental health professionals) and their Clients. In this role, you’ll be a key part of our customer experience team, driving strong relationships and high CSAT scores in alignment with Grow’s mission to make quality mental healthcare accessible to all. You’ll build scalable processes, empower your team, and partner cross-functionally, including with Product and other stakeholder teams to reduce friction and deliver a seamless support experience.

What You’ll Be Doing: 

• Lead, coach, and motivate a team of Customer Support Specialists to deliver timely, accurate, and empathetic support across phone and chat.

• Own team performance metrics (tickets per day, time to response, resolution rates, CSAT, quality) and drive accountability through coaching, development, and clear growth paths.

• Use data to uncover issues, spot trends, and implement process improvements.

• Equip your team for success by ensuring the right tools, resources, and policies are in place.

• Partner across the Support Org to remove roadblocks, align on best practices, and advocate for providers and clients with an empathy-driven approach.

• Collaborate cross-functionally with Insurance Operations, Product, Legal & Compliance, and Clinical teams to uphold industry best practices, ensure HIPAA compliance, and drive efficient, accurate, and customer-focused billing support processes.

• Demystify insurance concepts (e.g., copays, deductibles, coinsurance) so that customers can easily understand them while maintaining a strong understanding of Grow’s billing practices and policies. Partner with internal teams to ensure accurate, transparent communication and provide customers with clear, empathetic support throughout the billing process.

The base compensation range for this position is $116,000 - $129,000 USD.

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate's working location.

You’ll Be a Good Fit If:

• You have strong experience leading specifically in Customer Service or Support, particularly in channels like Live Chat and Phone (both Inbound and Outbound) Support

• You have past experience leading a team of 8-10 people to achieve specific and measurable goals. Bonus points if you’ve grown the team!

• You're an empathetic leader who prioritizes the well-being of both the team and customer experience, and aims to keep both top of mind when decision making.

• You have experience with insurance benefits and being able to explain complex medical insurance concepts to customers, such as how copays, coinsurance and deductibles work

• You have a basic understanding of how to verify and check benefits across a variety of platforms, such as Claim MD or Availity (with medical coding / billing experience a plus!)

• You are comfortable with numbers and have a data-driven mindset. You’ve built metrics around time to respond / time to resolution, and use that data to drive decisions.

• You have strong communication skills and can quickly and succinctly present your ideas to company executives.

• You have strong conflict resolution and de-escalation skills, able to guide the team in handling escalated customer situations with empathy and professionalism.

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume. 

Note: Please upload your resume in PDF format