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