Care Excellence Associate

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Intellect

WebsiteLinkedInAll Job Openings

51 - 200 employees

🧘 Wellness

🤝 B2B

☁️ SaaS

Wellness • B2B • SaaS

Intellect is a leading platform focused on enhancing mental health and wellbeing in the workplace. It offers a comprehensive, research-backed mental health platform that combines technology with human touch to provide an accessible mental health journey. The platform includes self-guided programs, access to licensed psychologists, behavioural health coaches, and crisis support, available in 30 languages across 60 countries. Intellect is designed to empower HR professionals and organizations by providing tools that improve employee wellbeing, decrease anxiety, and boost productivity. It facilitates customised mental health support, allowing organisations to tackle challenges such as low productivity and team dynamics effectively.

📋 Description

• - 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 • - 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 • - 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 • - 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