Vendor Operations Lead

About us: 

Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we’re building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we’ve empowered more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others.

We are looking for a results-oriented Team Lead for our Vendor Operations Team, committed to delivering outstanding service and building strong partnerships with our clients. In this role, you’ll be instrumental in scaling our client support function—both onshore and offshore—while cultivating a high-performing, connected team. Your leadership will directly impact key performance areas such as first response time, time to resolution, and CSAT, all while fostering a culture of accountability, growth, and collaboration. This is a remote-friendly position reporting to the Senior Manager of Vendor Operations.

What You’ll Be Doing: 

• 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.

The base compensation range for this position is $69,000 - $77,000 USD.

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate's working location.

You’ll Be a Good Fit If:

• 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.

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume. 

Note: Please upload your resume in PDF format 

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 11, 2025.

Please see the independent bias audit report covering our use of Covey here.

Benefits

• The chance to drive impact within the mental healthcare landscape from day one
• Comprehensive health insurance plans, including dental and vision
• Our dedication to mental health guides our culture. Wellness benefits include (but are not limited to):
• 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 organizati