Intellect

• Provide 1-on-1 telehealth and/or onsite clinical support • Treat a broad range of cases including anxiety, depression, trauma, addiction, eating disorders, schizophrenia, and more • Partner with our internal clinical team to improve programs and platform outcomes

• Provide 1-on-1 telehealth and/or onsite clinical support • Treat a broad range of cases including anxiety, depression, trauma, addiction, eating disorders, schizophrenia, and more • Partner with our internal clinical team to improve programs and platform outcomes

Role Description This role owns the operational excellence, quality, and reliability of a Care Excellence team across 24x7 support operations. It is critical to manage provider deployments for specialised services, scale operations, improve the user experience, ensure the right care pathways for users, lead incident investigations, drive strategic care initiatives, and own Care Excellence performance, risks, and insights. You will lead a team of Specialists & Associates, stay close to complex and sensitive work, and shape how Care Excellence operates across channels, care models, and escalation paths. - Ownership, SLAs & Performance Management - Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience. - Monitor team performance, productivity, QA outcomes, and SLA adherence. - Proactively identify risks, trends, and gaps and drive corrective actions. - Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods. - Metrics, Insights & Reporting - Be the single owner for Care Excellence team metrics, dashboards, and insights. - Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations. - Highlight key risks, trends, improvements, and trade-offs based on the insights. - Partner with stakeholders to continuously improve metric definitions and reporting quality. - High-Risk Deployments & Incident Management - Be directly involved in all critical deployments, launches, or operational changes impacting care excellence. - Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures. - Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows. - Strategic Projects & Care Model Development - Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams. - Own exploration and setup of Care Excellence call-based support and other care delivery mediums. - Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models. - White-Glove & Enterprise User Experience - Ensure elevated service standards for white-glove and enterprise users. - Act as escalation owner for sensitive or high-impact enterprise cases. - Align closely with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reporting. - People Leadership & Capability Building - Lead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building, while partnering with Specialists on roster management to ensure effective 24/7 coverage. - Build team readiness for complex, high-risk, and enterprise-grade care scenarios. - Process Improvement & Cross-Functional Collaboration - Identify manual, repetitive, or high-risk workflows and propose scalable improvements. - Work with Product & Tech teams on automation and tooling. - Maintain accurate SOPs, documentation, and knowledge bases. - Represent Care Excellence insights in cross-functional and leadership forums. Qualifications - 4 to 6+ years of experience in operations, support, or service delivery roles in a tech company. - Comfortable providing shift flexibility to address or ensure coverage during critical escalations, high-risk, or no coverage situations. - Proven experience leading remote/global teams in SLA-driven, high-volume environments. - Strong RCA, problem-solving, and stakeholder management skills. - Comfortable working with dashboards like FreshDesk, Zendesk, metrics, and operational data. - Ability to balance empathy with decisiveness. - Experience in 24x7 or global operations is a strong plus. - Healthcare tech background is a plus. Benefits - 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.

- Provide 1-on-1 telehealth/or onsite mental health support for Intellect’s clients - Address a range of clinical cases, including depression, anxiety, trauma, schizophrenia, eating disorders, addiction, and more - Partner with our internal clinical team to improve the platform and client programs

• Deliver fitness training and guidance virtually to clients through both text-based consultations or video-consultations on a freelance basis • Adapt and tailor fitness programs to meet individual client needs, taking into consideration their fitness levels, goals, and any limitations. • Collaborate on innovative fitness programs and content. • Build strong client relationships through effective communication. • Stay updated with fitness trends for continuous improvement. • Respond promptly to client inquiries, concerns, and feedback, ensuring a high level of client satisfaction and retention.

Role Description You will be a fitness trainer on our virtual platform, where your role is to support our clients' fitness and wellness journeys based on their individual needs and goals. This is delivered through scheduled video consultations on our platform. This is a freelance remote role with the flexibility to decide your business hours. Local candidates are preferred but others can still be considered. This role is a great opportunity to supplement your current job or private practice. We're seeking to partner with experienced Physical Fitness Trainers to be part of a community working collaboratively to bring greater fitness and wellness access to the public through personalized fitness coaching. What You’ll Do: - Deliver fitness training and guidance virtually to clients through both text-based consultations or video-consultations on a freelance basis. - Adapt and tailor fitness programs to meet individual client needs, taking into consideration their fitness levels, goals, and any limitations. - Collaborate on innovative fitness programs and content. - Build strong client relationships through effective communication. - Stay updated with fitness trends for continuous improvement. - Respond promptly to client inquiries, concerns, and feedback, ensuring a high level of client satisfaction and retention. Qualifications - Proven relevant work experience as a Physical Fitness Trainer. - Bachelor's degree in Exercise Science, Kinesiology, or a related field. - Able to communicate in English and local language. - Certified Personal Trainer (CPT) or equivalent certification from a recognized fitness organisation. - Excellent communication skills, both written and verbal, with the ability to simplify complex fitness concepts. - Strong content creation skills, including the ability to produce engaging video content and written materials. - Empathetic and client-focused approach to training, with a passion for helping individuals achieve their fitness goals. - Ability to work independently and collaboratively in a virtual team environment. - Proficiency in using fitness tracking software, video conferencing tools, and other relevant technology.

• Provide one-on-one online fitness coaching through video consultations and text-based support on our platform • Tailor fitness programs to each client, adapting to their fitness levels, goals, and any limitations • Collaborate on innovative fitness content and program ideas to enhance our platform’s offerings • Build lasting client relationships through clear and supportive communication • Stay current on fitness trends and best practices to continually improve client results • Respond quickly to client questions and feedback to ensure satisfaction and promote client retention

• Responding to telephone hotline for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation and concerned friends or family members. • Conducting risk assessments, including lethality assessment for suicide cases • Providing a range of evidenced based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques • Assessing the caller's needs and triage for immediate safety or emergency medical attention of callers, or referrals to appropriate service referrals such as face-to-face crisis intervention, case management/advocacy services, individual therapy, or group services. • Maintaining accurate and detailed call reports on key issues and referrals actioned • Complying with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR) • Supporting in the development of appropriate crisis management plans to support callers in crisis • Make a quick in-the-moment decision on how to move forward if the responder is not sure how to proceed

• Provide 1-on-1 telehealth professional or mental health coaching for Intellect’s clients • Focus on sub-clinical cases such as work stress, procrastination, work-life balance etc. • Support your clients in setting up either person or career goals, relationships, etc • Collaboratively work with the internal clinical team by suggesting improvements to the program and the platform.

• Provide 1-on-1 telehealth/or onsite mental health support for Intellect’s clients • Focus on clinical cases such as depression, anxiety, trauma, schizophrenia, eating disorders, addiction etc. • Collaboratively work with the internal clinical team by suggesting improvements to the program and the platform