growtherapy is hiring a
Vendor Operations Team Lead

Summary

Join Grow Therapy's mission to serve as the trusted partner for therapists growing their practice and patients accessing high-quality care. We're looking for a team lead for our BPO Operations Centralized Team, providing top-notch service to our clients.

Requirements

• 4+ years in customer support, preferably product-focused, technical, or healthtech
• At least 1 year of experience leading 3+ people in a frontline support role
• Experience working with or coaching a BPO team
• Comfortable in a high-volume contact center environment, providing quality checks, and working to SLAs and performance metrics
• Excellent communication, data proficiency, and attention to detail skills
• Bias for action, operational excellence, and adaptability

Responsibilities

• Lead, coach, and mentor team members to ensure high performance and professional growth
• Track and analyze team performance metrics such as first response time, time to resolution, and CSAT
• Conduct daily quality checks on support interactions to ensure adherence to company standards
• Provide support and guidance to team members in managing difficult communications and resolving issues
• Ensure the team meets or exceeds service level agreements (SLAs) and performance targets
• Manage and prioritize multiple tasks and responsibilities to maintain smooth operations

Benefits

• Comprehensive health insurance plans, including dental and vision
• Flexible working hours and location (remote OR in-office, your choice!)
• Flexible Time Off
• Company-wide winter break
• Mental health mornings (2 hours each week)
• Team meditation
• Wellness Stipend
• In-office lunch and biweekly remote lunch on us!
• Continuous learning opportunities
• Competitive salary