Care Excellence Associate

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.

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

Requirements

• 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

Benefits

Why You’ll Love Working With Us

• Global company  – work in a diverse environment with people from nearly 20 countries

• Generous leave policy  – time off to rest and recharge

• Christmas week off  – company-wide break during Christmas, separate from annual leave

• Birthday leave  – enjoy a day off on your birthday

• Quarterly mental health days  – one day off every quarter to focus on your wellbeing

• Flexible work arrangements  – work in a way that suits your lifestyle and goals

• Work-life balance  – a culture that values personal time and long-term wellness

• Medical coverage  – comprehensive insurance for peace of mind

• Performance bonus  – high performance is recognised and rewarded

• Development budget  - annual allowance to support your professional development

• Mental health support  – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care

• Socials   and communities  – regular non-work events/activities to connect and have fun together