Customer Operations Supervisor

Role Overview

• 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
• 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
• 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
• 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
• 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
• 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

Requirements

• 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.

Benefits

• Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
• Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
• Financial Wellness: 401(k) program and equity opportunities.
• Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.
• Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
• Wellness & Development: Annual stipends to put towards personal & professional growth.
• Mental & Physical Health Support: No-cost access to therapy through the Grow platform, weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).
• Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.