Vendor Operations Lead

Summary

Join Grow Therapy as a results-oriented Team Lead for our Vendor Operations Team, committed to delivering outstanding service and building strong partnerships with our clients. You will play a key role in scaling our client support function, both onshore and offshore, while fostering a high-performing team. Your leadership will directly impact key performance indicators such as first response time, time to resolution, and CSAT. This remote-friendly position reports to the Senior Manager of Vendor Operations and offers a competitive salary and benefits package. Grow Therapy is a rapidly scaling start-up organization with a mission to serve as the trusted partner for therapists growing their practice and patients accessing high-quality care. We are powered by technology and are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients.

Requirements

• You have 2+ years in customer support, preferably sales-focused, customer experience, or healthtech, and at least 1 year of experience leading 3+ people in a frontline support role
• You have hands-on experience working with or coaching a BPO or vendor team and understand how to build strong cross-functional relationships across time zones and cultures
• You thrive in fast-paced, high-volume contact center environments, where quality assurance, performance metrics, and continuous improvement are key
• You possess strong communication skills, are data-fluent, and have a meticulous attention to detail
• You lead with a bias for action, commitment to operational excellence, and a flexible, relationship-driven leadership style

Responsibilities

• Lead, coach, and mentor a growing team, focusing on performance, development, and relationship-based leadership
• Track, analyze, and optimize team performance metrics including first response time, resolution speed, and client satisfaction (CSAT)
• Conduct daily quality reviews of client interactions, ensuring alignment with service standards and a client-first mindset
• Support team members in navigating complex communications, emphasizing empathy, clarity, and resolution
• Ensure the team consistently meets or exceeds SLAs and performance goals, using data to drive accountability and growth
• Balance and prioritize multiple operational needs, fostering collaboration between internal teams and BPO partners to ensure seamless support delivery

Benefits

• Comprehensive health insurance plans, including dental and vision
• Flexible working hours
• Flexible Time Off
• Company-wide winter break
• Mental health mornings (2 hours each week)
• Wellness Stipend
• In-office meals and snacks
• Continuous learning opportunities
• Competitive salary
• The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities