Therapy Support Officer - Work from home / Dayshift

• Troubleshoot technical issues faced by therapists via email, collaborating with the tech team.
• Educate therapists on platform usage to streamline administrative tasks.
• Assist in answering inquiries from potential therapists, including direct calls, as part of growth strategy.
• Aid in onboarding new therapists and ensuring quality standards are maintained.
• Process bookings from an online platform or receptionist, ensuring quality standards and timelines are met.
• Provide guidance to users during the booking process, recommending suitable therapist types.
• Offer assistance and resources to users experiencing access issues or technical difficulties.
• Escalate complex inquiries to the Clinical team for case management.
• Address various queries through chat, calls, and email.
• Determine user error versus product bugs, providing education and escalation when necessary.
• Relay therapist and user feedback to the product team for platform improvement.
• Maintain compliant case management documentation and privacy protection.
• Assist in internal and client therapy data reporting for Senior Therapy Support officers and Operations Lead.

• Minimum three years experience in online customer support, service, or sales preferred.
• Training or experience in healthcare and mental healthcare advantageous.
• Comfortable interacting with users in mental/emotional distress, displaying empathy and remaining calm.
• Passion for the mental health industry, demonstrated through study, advocacy, or volunteering.
• Emotionally resilient and capable of safeguarding personal well-being while handling sensitive user information.
• Commitment to respecting and upholding user privacy and confidentiality.
• Familiarity with support platforms and CRMs advantageous, particularly FreshWorks, Linear, Retool, HubSpot and Notion.
• Strong written and verbal communication skills with an emphasis on relationship building.

As a Twoconnect employee, you get to enjoy the following:

• Work from Home 
• Work-life balance: Work during the day (5:00 am - 2:00 pm PHT) 
• HMO benefits 
• Government-mandated benefits
• Training and Development programmes
• Employee Engagement Events (company outings, fun activities, quarterly wellness and self-care sessions)
• Experience working with leading organisations
• Fun, supportive, and inclusive culture
• Dedicated Team Managers that look after your development