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