Technical Expert, Grow Therapy
$62.4-82k
Tech-enabled mental health group
Open for applications
Tech-enabled mental health group
1001+ employees
Open for applications
$62.4-82k
1001+ employees
Company mission
To fundamentally transform mental healthcare accessibility.
Role
Who you are
- You are self-motivated, eager to learn, and are comfortable with ambiguity / asynchronous communication
- You love problem solving; you’re naturally curious, especially about health tech
- You enjoy deep diving into technical issues and utilizing all possible resources until you find an answer/next steps
- You are successful working independently and remotely, and adapt well to changing priorities and customer needs
- You communicate openly, know how to guide multiple teammates to work together on an issue, and are committed to providing time-sensitive responses
- You have strong interest in working closely in Jira and with Product/Engineering teams
- You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth
- Bonus points if you have basic programming skills (especially SQL) and/or interest, as well as education / training / certification in a business- or technology-related field, is a plus but not required
- You are skilled at identifying issue trends and patterns, using your ability to recognize systemic problems and suggest solutions
- You understand and navigate data models effectively, applying this knowledge to technical problem-solving
- You demonstrate structured and analytical thinking when tackling complex challenges
- You are proficient in technical issue investigation using resources like logs, API tooling, and SQL, leveraging these tools to get to the root of problems efficiently
What the job involves
- We’re looking for a highly motivated and technical individual who is passionate about championing and driving customer product issues from discovery to resolution, in order to improve the product and empower our support team to more effectively and efficiently solve customer issues.
- You will be collaborating with stakeholders across Product and Support to surface trends and share actionable insights to enhance the customer experience.
- You’ll work to stay broadly knowledgeable about the entire Grow platform and customer experiences with the platform, and creatively find ways to teach and upskill our Frontline Support team through documentation, presentations, and 1:1 communication – all in an effort to reduce Jira volume, deflect from Engineering, and reduce Resolution time for customers
- Efficiently triaging internal tickets, ensuring that all requests are addressed promptly and that urgent tickets are escalated to the on-call teams in a timely manner
- Owning and resolving a number of task-oriented issues, escalated to our team
- Identifying and/or verifying bugs, and partnering with Engineering to fix them
- Developing deep technical expertise of the Grow platform and features within assigned product areas throughout the Grow tech stack via standardized troubleshooting methodologies / tools and customer use cases
- Efficient, high-quality issue resolution by quickly and thoroughly triaging cases to clarify customer goals, technical functionality, roadblocks, and impact scope, while identifying root causes of recurring issues and collaborating with teams to address systemic problems and enhance customer experience
- Collaborate with peers to discover, synthesize, and share product insights with stakeholders in Product, Design, and Engineering, building rapport and influence while preparing structured reports and presentations that analyze customer pain points, trends, and recurring issues
- Collaborating with CX Ops Managers, Team Leads, and Enablement to ensure that solutions to common customer pain points as well as troubleshooting and workflow guidance are documented and communicated to customer-facing stakeholders using the most appropriate processes and channels available
- Creating, owning, and updating documentation for troubleshooting, completing tasks, triaging issues, and understanding the holistic Grow platform
Our take
Mental health issues affect about 20% of Americans, so there’s an immense need for qualified mental healthcare in the US. However the vast majority of therapists don’t accept insurance due to the prohibitive administrative workload involved. This leaves therapy out of reach for many Americans. So it’s no surprise that the Grow Therapy platform has seen skyrocketing popularity since it was founded in 2020.
Grow Therapy helps therapists open their own in-network practices, providing the technology, support, and resources to tackle the extra operational workload that would allow them to take insurance. It’s live across a number of states, and works in partnership with all the major insurance payers including Humana, Aetna and Cigna.
The company is competing with larger rivals like Alma and Quartet Health, but this should be a big enough market for several major participants. Grow has secured good funding which supports the launch of its enhanced measurement-informed care system, which will help improve the care experience for clients and providers and make value-based behavioral care accessible for more patients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
208% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2024
$88m
SERIES C
Sep 2022
$45m
SERIES B
Total funding: $148m
Company benefits
- Winter break: Unlimited PTO and a week off in December to recharge
- Wellness stipend: $300 to spend on things that helps you take care of yourself
- Mental health break: Take 2 hours every week to journal, exercise, or sleep in
- Learning stipend: $500 to spend on things that helps you grow in your career
- Meals on us: Lunch and dinner in office to fuel your body and your mind
- Remote office setup: $1000 stipend for remote employees to equip your home office
Company values
- Therapists are the center of our world: We take care of our therapists, so that they can take care of us all
- Structured thinking earns ears: We structure our thinking so that our goals are always front and center
- Ideate constantly, share openly: We celebrate curiosity and open mindedness so that our teams can collaborate with confidence
- Early evaluation, continual learning: We never launch and forget. We always evaluate our decisions so we can continuously innovate
- Kindness & humility are prerequisites: When things go well, we share the credit. When things go poorly, we shoulder responsibility
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Jake Cooper
(Co-Founder & CEO)Previously CFO at Campus Enterprises, before moving into investment at Apollo Global Management and then Blackstone.
Alan Ni
(Co-Founder & CTO)Worked as a product manager at Google, HVF Labs, and then Stripe.
Manoj Kanagaraj
(Co-Founder & CSO)Was a Venture Fellow at Harvard Innovation Labs (Harvard University).
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