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.
Responsibilities
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
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Manage and respond to user and provider queries across email, chat, and calls within defined SLAs
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Support session management processes including bookings, rescheduling, cancellations, and escalations
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Coordinate closely with internal teams to ensure timely issue resolution and seamless care delivery
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Provide high-touch support for sensitive or complex operational cases where required
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Ensure accurate documentation and updates across operational systems and trackers
Care Excellence & Service Quality
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Deliver a positive and empathetic experience across all user and provider touchpoints
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Identify operational gaps, recurring concerns, and service risks proactively
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Support escalation management and service recovery efforts
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Maintain quality standards and adherence to SOPs across operational workflows
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Assist in monitoring provider compliance, responsiveness, and operational performance
Operations & Coordination
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Support day-to-day operational workflows and cross-functional coordination
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Assist with maintaining trackers, dashboards, operational reports, and process documentation
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Contribute to operational improvement initiatives and automation opportunities
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Ensure operational data and records remain accurate and up to date
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Support implementation of new workflows, services, or operational processes
Communication & Stakeholder Management
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Communicate professionally and clearly with users, providers, and internal stakeholders
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Handle calls confidently while maintaining empathy and professionalism
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Collaborate effectively with Care Operations, Clinical, Product, and Commercial teams
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Escalate risks, blockers, or urgent concerns in a timely manner
Requirements
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Bachelor’s degree with min 1 year of relevant experience in operations, customer support, healthcare, or related fields
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Strong verbal and written communication skills
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Comfortable handling communication across email, chat, and calls
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Strong organisational and multitasking abilities
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Ability to work in a fast-paced and high-volume environment
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High level of empathy, professionalism, and attention to detail
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Comfortable working flexible shifts, including weekends, public holidays, or rotational schedules where required
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Proficiency in Google Workspace and operational tools/platforms like FreshDesk/ Zendesk
Good to have:
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Experience in healthcare, mental health, wellness, customer support, or operations environments
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Familiarity with SLA-driven operations and escalation management
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Process-oriented mindset with interest in operational excellence and automation
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Strong ownership and problem-solving approach
Benefits
Why You’ll Love Working With Us:
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Global company – work in a diverse environment with people from nearly 20 countries
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Generous leave policy – time off to rest and recharge
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Christmas week off – company-wide break during Christmas, separate from annual leave
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Birthday leave – enjoy a day off on your birthday
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Quarterly mental health days – one day off every quarter to focus on your wellbeing
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Flexible work arrangements – work in a way that suits your lifestyle and goals
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Work-life balance – a culture that values personal time and long-term wellness
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Medical coverage – comprehensive insurance for peace of mind
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Performance bonus – high performance is recognised and rewarded
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Development budget - annual allowance to support your professional development
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Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
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Socials and communities – regular non-work events/activities to connect and have fun together