Supervisor - Customer Operations

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.