Care Excellence Associate

present of AI; India; Remote; INR 279,000 - 446,000; Full time

Benefits offered by this job

Flexible shifts

Job summary

Intellect is hiring for a hands-on support and coordination role for its mental health platform. You will respond to users and providers via email, chat and calls, manage bookings, reschedules and cancellations, and maintain accurate trackers.

The role suits someone organized, calm with sensitive cases, and comfortable with flexible shifts. A background in operations, support or healthcare is advantageous, and you will work with Zendesk or FreshDesk to streamline workflows and ensure responsive

Qualifications

• Minimum 1 year in operations, support or healthcare.
• Strong written and verbal communication.
• Ability to handle sensitive cases calmly and professionally.

Responsibilities

• Answer users and providers by email, chat and calls.
• Handle bookings, reschedules and cancellations.
• Keep trackers accurate and up-to-date.
• Be flexible with shifts and adapt to changing priorities.

Skills

Organisational skills

Empathy

Written communication

Phone communication

Multitasking

Tools

Zendesk

Freshdesk

Job description

This is a hands-on support and coordination role for a mental health platform. The work is answering users and providers by email, chat and calls, handling bookings, reschedules and cancellations, and keeping trackers accurate. A strong candidate is organised, calm with sensitive cases, clear in writing and on the phone, and happy to work flexible shifts. At least one year in operations, support or healthcare helps.

How it fits the AI era

AI tools can now draft replies, sort tickets and flag patterns in support queues, so routine messages and report upkeep may get faster. The human parts stay central here: listening to someone in a hard moment, judging when a case needs escalation, and keeping providers responsive and reliable. People who can spot recurring problems and suggest automation will be well placed.

How it builds AI experience

The posting points to improvement and automation work around support workflows, so there may be a chance to see how AI helps with ticket handling and process tracking in a mental health setting. To build this up, practise using AI assistants to summarise cases and draft clear responses, while keeping client details private. Learning how helpdesk tools like Zendesk or FreshDesk automate routing is also a useful step.

Worth showing

• SLA and escalation handling
• Empathy in sensitive conversations
• Accurate tracking and documentation

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Intellect

Intellect provides an employee mental healthcare ecosystem combining digital self-care therapeutics, telehealth therapy, and brick-and-mortar clinics for multinational workforces.