Care Support Associate

We are looking for a Care Support Associate to assist our users with accessing Intellect’s suite of services, resolving queries, and ensuring seamless client support through email, chat, and calls. This role combines customer support with care navigation, ensuring users receive the right guidance and assistance throughout their journey.

To be successful in this role, you should be a proactive problem-solver with excellent communication skills, capable of earning client trust while delivering high-quality support.

Client Engagement & Support

• Respond to user queries in a timely and accurate manner via email, chat, and calls.
• Guide users in selecting the right type of care based on their needs, clarifying service differences, and assisting in appointment bookings.
• Provide technical assistance on platform features and troubleshoot user issues.
• Follow up with users to ensure issues are resolved and they are utilising available services.
• Monitor customer complaints on social media and provide assistance where necessary.
• Drive user adoption by following up with inactive users and encouraging service utilisation.

Service Coordination & Provider Deployment

• Support the Care Operations team by receiving, documenting, and deploying service requests.
• Liaise with providers and internal teams to ensure seamless service delivery.
• Navigating administrative processes like financial assistance, responding to emails, booking in-person sessions 

Case Management & Collaboration

• Offer case management support within the clinical service, ensuring continuity of care through coordination.
• Work closely with cross-functional teams to improve service delivery and client experience.
• Share feature requests, feedback, and insights with internal teams to enhance product and operational efficiency.

Operational & Reporting Responsibilities

• Maintain and update internal dashboards to track client interactions and monitor support effectiveness.
• Analyse and report product malfunctions, testing different scenarios to identify solutions.
• Participate in the planning and execution of new operational processes to enhance client experience.

• Min 2 years of experience in customer support, care coordination, or a client-facing role.

• Experience using help desk software (e.g., Zoho Desk, Freshdesk) and remote support tools.
• Excellent communication and problem-solving skills, both written and verbal.
• Strong organisational skills with the ability to multitask and troubleshoot problems.
• Experience working in a fast-paced tech or digital company, health-tech experience is good to have.
• Some level of counseling training, education, or experience in the mental health space is a plus.
• Multilingual skills are an advantage.
• Willingness to work night shifts and weekends as required.