Care Excellence Associate – Operations & Service Quality

About the role

We are seeking a Care Excellence Associate to ensure smooth, high-quality mental-health care experiences for both users and providers. The role sits at the crossroads of operations, service excellence, and care coordination, requiring strong organisational skills and empathy.

Key responsibilities

• Manage and respond to user and provider queries via email, chat, and phone within defined SLAs.
• Oversee session management processes, including bookings, rescheduling, cancellations, and escalations.
• Coordinate with internal teams to resolve issues promptly and maintain seamless care delivery.
• Provide high-touch support for sensitive or complex operational cases and ensure accurate documentation.
• Identify operational gaps, monitor provider compliance, and support escalation and service recovery efforts.
• Maintain trackers, dashboards, operational reports, and process documentation.
• Contribute to continuous improvement initiatives and automation opportunities.
• Communicate professionally with users, providers, and cross-functional stakeholders.

Required profile

• Bachelor’s degree with at least 1 year of experience in operations, customer support, healthcare, or a related field.
• Excellent verbal and written communication skills.
• Strong organisational and multitasking abilities in a fast-paced, high-volume environment.
• High level of empathy, professionalism, and attention to detail.
• Willingness to work flexible shifts, including weekends and public holidays.
• Proficiency with Google Workspace and support platforms such as FreshDesk or Zendesk.
• Experience in mental-health or wellness settings is a plus.

Required skills

• Google Workspace
• FreshDesk
• Zendesk