Care Excellence Associate

About 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.

What you'll do

• Play a key role in ensuring smooth day-to-day operations, timely support resolution, provider coordination, session management
• 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

What you need

• 1–4 yrs of experience
• Customer service
• Freshdesk
• Zendesk
• Communication
• Escalation handling
• SOP writing
• Any graduate