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Intellect

Enterprise mental-health platform for employers

Care Excellence Associate

Customer SupportConfirmed live in the last 24 hours
Full-timeRemote in PhilippinesRemote

About the Job

Requirements

  • A bachelor's degree and at least 1 year of relevant experience in operations, customer support, healthcare, or related fields are required.
  • Strong verbal and written communication skills are required.
  • The candidate must be comfortable communicating via email, chat, and calls.
  • Strong organisational and multitasking abilities are required.
  • The candidate must be able to work in a fast-paced, high-volume environment.
  • Empathy, professionalism, and attention to detail are required.
  • The candidate must be comfortable working flexible shifts, including weekends, public holidays, or rotational schedules where required.
  • Proficiency in Google Workspace and operational tools or platforms such as Freshdesk or Zendesk is required.

Responsibilities

  • Manage and respond to user and provider queries across email, chat, and calls within defined service-level agreements.
  • Support session management processes, including bookings, rescheduling, cancellations, and escalations.
  • Coordinate with internal teams to ensure timely issue resolution and seamless care delivery.
  • Provide high-touch support for sensitive or complex operational cases where required.
  • Maintain accurate documentation and updates across operational systems and trackers.
  • Deliver a positive and empathetic experience across 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 standard operating procedures across operational workflows.
  • Assist in monitoring provider compliance, responsiveness, and operational performance.
  • Support day-to-day operational workflows and cross-functional coordination.
  • Maintain trackers, dashboards, operational reports, and process documentation.
  • Contribute to operational improvement initiatives and automation opportunities.
  • Keep operational data and records 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 with empathy and professionalism.
  • Collaborate with Care Operations, Clinical, Product, and Commercial teams.
  • Escalate risks, blockers, or urgent concerns in a timely manner.

Desired Qualifications

  • Experience in healthcare, mental health, wellness, customer support, or operations environments is preferred.
  • Familiarity with service-level-agreement-driven operations and escalation management is preferred.
  • A process-oriented mindset and interest in operational excellence and automation are preferred.
  • A strong ownership and problem-solving approach is preferred.

About the Company

Intellect

Enterprise mental-health platform for employers

Intellect provides an enterprise mental-health and workforce-wellbeing platform for employers. It offers self-care tools, coaching, counselling, clinical support, and wellbeing analytics for global workforces, delivered through organisations rather than as a consumer app. The product scales across multi-language delivery for large employee populations and provides data-driven insights for HR and management. Its goal is to expand access to workplace mental-health care worldwide, focusing on B2B deployment and strategic partnerships to support employees across Asia and beyond.

Company size
501-1,000
Company stage
Series A
Total funding
$22.3M
Headquarters
Singapore, Singapore
Founded
2019

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