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 –