About Us:
Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others.
At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters.
This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place.
Grow Therapy is hiring a Knowledge Specialist III, Customer Operations to make complex operational processes clear, accurate, and usable for the teams who rely on them. The role will begin with a deep focus on internal Customer Operations content and team macros supporting client and provider support. As the internal knowledge foundation matures and organizational priorities evolve, the specialist’s remit may expand to external Help Center content.
You will own knowledge from intake through publication, validation, maintenance, and retirement. You’ll initially partner closely with Customer Operations subject matter experts, frontline specialists, Quality, Training, Product, and Operations leaders to turn policies, product updates, process changes, and frontline feedback into practical guidance that works in real customer and operational scenarios.
Your primary responsibility is building and maintaining a trusted source of truth that helps frontline teams find the right answer, perform the right process, and support clients and providers accurately. You may also support enablement and occasional knowledge-transfer sessions in partnership with Training.
What You’ll Do
Own Customer Operations knowledge and build for scale
- Create, edit, organize, publish, and retire internal guides, standard operating procedures, decision trees, job aids, troubleshooting guides, team macros, and other knowledge resources for Customer Operations.
- Translate complex support policies, product behavior, compliance requirements, and operating processes into clear, action-oriented guidance for frontline and operational teams.
- Maintain logical content architecture, naming, metadata, ownership, and findability so users can locate and apply the right guidance quickly.
- Create and maintain macros that help agents provide accurate, consistent, empathetic responses; keep macro language, usage instructions, and escalation guidance aligned with internal policies and workflows.
- As the role expands, create and maintain external Help Center articles in partnership with content owners, adapting internal guidance for client and provider self-service while protecting sensitive operational information.
Keep content accurate and validated
- Manage the content lifecycle for assigned domains, including intake, prioritization, SME review, approval, publication, revalidation, version control, and retirement.
- Test priority content against real or representative cases to confirm it leads to the correct outcome without undocumented help; document gaps and drive them to resolution.
- Monitor product, policy, payer, process, and regulatory changes and coordinate timely updates before outdated guidance creates customer or operational risk.
- Use…