Team Lead, Vendor Operations

Position Overview

Grow Therapy is seeking a results-oriented Team Lead for its Vendor Operations Team. This role is crucial for scaling client support functions, both onshore and offshore, while fostering a high-performing and connected team. The Team Lead will be instrumental in achieving key performance indicators such as first response time, time to resolution, and customer satisfaction (CSAT), while cultivating a culture of accountability, growth, and collaboration.

Employment Type: [Not Specified] Location Type: Remote-Friendly Salary: $69,000 - $77,000 USD (base compensation may vary based on experience, qualifications, and location)

About Us

Grow Therapy is a technology-powered, three-sided marketplace dedicated to serving as a trusted partner for therapists growing their practice and patients accessing high-quality care. We empower providers, augment insurance payors, and serve patients, addressing the critical need for accessible mental healthcare. Since launching in February 2021, we have supported over ten thousand therapists and hundreds of thousands of clients nationwide. We have secured over $178 million in funding from prominent investors including Sequoia Capital, Transformation Capital, TCV, and SignalFire.

Responsibilities

• Team Leadership: Lead, coach, and mentor a growing team, focusing on performance, development, and relationship-based leadership.
• Performance Management: Track, analyze, and optimize team performance metrics, including first response time, resolution speed, and client satisfaction (CSAT).
• Quality Assurance: Conduct daily quality reviews of client interactions, ensuring adherence to service standards and a client-first approach.
• Client Support: Support team members in managing complex client communications, emphasizing empathy, clarity, and effective resolution.
• Goal Achievement: Ensure the team consistently meets or exceeds Service Level Agreements (SLAs) and performance goals, utilizing data to drive accountability and growth.
• Operational Coordination: Balance and prioritize multiple operational needs, fostering collaboration between internal teams and Business Process Outsourcing (BPO) partners for seamless support delivery.

Requirements

• Experience:
  • 2+ years in customer support, with a preference for sales-focused, customer experience, or healthtech roles.
  • At least 1 year of experience leading a frontline support team of 3 or more people.
  • Hands-on experience working with or coaching a BPO or vendor team, with a strong understanding of building cross-functional relationships across different time zones and cultures.
• Environment Acumen: Thrives in fast-paced, high-volume contact center environments where quality assurance, performance metrics, and continuous improvement are paramount.
• Skills:
  • Strong communication skills.
  • Data fluency.
  • Meticulous attention to detail.
• Leadership Style: Leads with a bias for action, a commitment to operational excellence, and a flexible, relationship-driven approach.

Note: If you don't meet every single requirement but are still interested, please apply. Grow Therapy values candidates who are more than just their resume.

Application Instructions

• Please upload your resume in PDF format.
• We utilize Covey as part of our hiring and/or promotional process for jobs in NYC. Certain features may qualify it as an AEDT. Covey Scout for Inbound was implemented on January 11, 2025.
• An independent bias audit report covering our use of Covey is available [here]([Link to Audit Report - Placeholder, as link was not provided]).

Benefits

• The opportunity to drive significant impact within the mental healthcare landscape from day one.
• Comprehensive health insurance plans, including dental and vision.