The Role
We are looking for an Operations & Excellence Associate to support the delivery of high-quality, seamless mental health care experiences across our user and provider ecosystem.
This role sits at the intersection of operations, service excellence, and care navigation/coordination. The ideal candidate is highly organised, empathetic, operationally reliable, and comfortable managing communication across multiple channels including email, chat, and calls.
You will play a key role in ensuring smooth day-to-day operations, timely support resolution, provider coordination, session management, and overall service quality while contributing to continuous operational improvements.
What You'll Do
User & Provider Support
- Manage and respond to user and provider queries across email, chat, and calls within defined SLAs
- Support session management processes including bookings, rescheduling, cancellations, and escalations
- Coordinate closely with internal teams to ensure timely issue resolution and seamless care delivery
- Provide high-touch support for sensitive or complex operational cases where required
- Ensure accurate documentation and updates across operational systems and trackers
Care Excellence & Service Quality
- Deliver a positive and empathetic experience across all user and provider touchpoints
- Identify operational gaps, recurring concerns, and service risks proactively
- Support escalation management and service recovery efforts
- Maintain quality standards and adherence to SOPs across operational workflows
- Assist in monitoring provider compliance, responsiveness, and operational performance
Operations & Coordination
- Support day-to-day operational workflows and cross-functional coordination
- Assist with maintaining trackers, dashboards, operational reports, and process documentation
- Contribute to operational improvement initiatives and automation opportunities
- Ensure operational data and records remain accurate and up to date
- Support implementation of new workflows, services, or operational processes
Communication & Stakeholder Management
- Communicate professionally and clearly with users, providers, and internal stakeholders
- Handle calls confidently while maintaining empathy and professionalism
- Collaborate effectively with Care Operations, Clinical, Product, and Commercial teams
- Escalate risks, blockers, or urgent concerns in a timely manner
Who You Are
- Bachelor's degree with min 1 year of relevant experience in operations, customer support, healthcare, or related fields
- Strong verbal and written communication skills
- Comfortable handling communication across email, chat, and calls
- Strong organisational and multitasking abilities
- Ability to work in a fast-paced and high-volume environment
- High level of empathy, professionalism, and attention to detail
- Comfortable working flexible shifts, including weekends, public holidays, or rotational schedules where required
- Proficiency in Google Workspace and operational tools/platforms like FreshDesk/ Zendesk
Good to have:
- Experience in healthcare, mental health, wellness, customer support, or operations environments
- Familiarity with SLA-driven operations and escalation management
- Process-oriented mindset with interest in operational excellence and automation
- Strong ownership and problem-solving approach
