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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 frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to identify unclear, missing, duplicative, or outdated guidance.
Partner across teams
Build trusted relationships with Customer Operations leaders, subject matter experts, and internal and BPO support teams, making ownership, decisions, dependencies, and approval timelines clear.
Partner with Training and Quality to ensure onboarding, reinforcement, and evaluation materials reflect the current source of truth.
Support launches and process changes by identifying knowledge impacts, documenting edge cases, and confirming frontline readiness.
Escalate unresolved policy or process ambiguity and facilitate decisions when multiple teams own pieces of the same customer or operational journey.
Improve the knowledge system
Track and report measures such as priority-content validation coverage, validation pass rate, change-update SLA, demand coverage, knowledge-assisted quality accuracy, and user feedback.
Recommend improvements to templates, governance, workflows, and tooling that make knowledge easier to create, maintain, find, and use.
Structure content so it can reliably support both human teammates and AI-enabled workflows as Grow’s knowledge ecosystem evolves.
Communicate approved knowledge updates and workflow changes to Customer Operations teams through appropriate channels, such as Slack or team meetings, in partnership with managers. This role owns the communication of changes; Customer Operations managers retain ownership of change management, adoption, and adherence.
You’ll Be a Good Fit If
2+ years of experience in knowledge management, content operations, technical or process writing, customer operations, support enablement, or a closely related field; equivalent demonstrated internal experience is welcome.
Working knowledge of customer support operations, such as client and provider support, account access, scheduling, troubleshooting, escalation handling, or related workflows.
Strong written communication and editing skills, with the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences.
Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval.
A practical quality mindset: you can test whether guidance works, identify edge cases and risk, and revise content based on evidence rather than preference.
Strong organization and ownership, including the ability to manage competing requests, communicate tradeoffs, and keep stakeholders informed in a fast-changing environment.
Comfort using data and feedback to prioritize content work and evaluate whether knowledge is accurate, findable, and effective.
Nice to Have
Hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools.
Familiarity with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer-specific requirements.
Experience with tools such as Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content-governance tooling.
Experience writing structured content for AI search, agent-assist, automation, or other knowledge-retrieval use cases.
Experience supporting a high-growth, regulated, or operationally complex organization.
If you don’t meet every single requirement but are still interested in the role, please apply. Nobody checks every box, and Grow believes the right candidate is more than a resume.
Full Time Employee Benefits:
Health Benefits: Comprehensive medical, dental, vision, life, and disability coverage.
Grow for Grow: No cost access to therapy through the Grow platform (available to US employees)
Financial Wellness: Retirement savings programs and equity opportunities to help you invest in your future.
Flexible Time Off, Paid Holidays & Winter Break: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge
Parental Leave: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend.
Mental Health Mornings/Afternoons: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break.
Wellness & Development Stipend: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources.
Commuter Benefits: Pre tax commuter benefits to support teammates working from one of our hub locations.
Home Office & Meals: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees.
Additional Perks: A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance.
Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.
Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Use of AI Tools: We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; they do not make final hiring decisions.
Application Review: Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's AI Bias Audit Report.
Interview Recording: We use BrightHire to record interviews, supporting note-taking and consistency across candidates. Learn more. Interviews are confidential; you may ask your interviewer to stop recording anytime, or opt out in advance. Choosing not to be recorded will not, by itself, affect your candidacy.
AI-Assisted Recruiter Screen: For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone.
State-specific notices: Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we'll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained.
Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact [email protected]. We’re happy to help or offer an alternative way to participate.
