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

• 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

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