Hotline and Customer Care Operator

About ThoughtFull:

ThoughtFull is a Temasek-backed digital mental health company that provides seamless end-to-end mental healthcare for all through insurers and employee benefits. Through our app, ThoughtFullChat (“TFC”), individuals are empowered to proactively engage with their mental wellbeing to better themselves regardless of where their starting point is – from self-driven learning, to our proprietary one-on-one daily bite-sized coaching with mental health professionals on text, video, or in-person – we run the gamut and meet our users where they are most comfortable. After all, healthy employees make for more engaging and productive work environments.

Our vision is to make mental health a priority for everyone, every day. It’s an audacious dream, but with the right people who are courageous enough to Dream Audaciously, Do ThoughtFully, we believe that this dream can be our future reality. If you are committed to doing the best work of your lives to be the change that you want to see in this world, join us!

Job Description:

Thoughtfull is looking for a driven, resourceful and strategic individual to be our Hotline and Customer Care Operator. You will play a key role in running our wellness hotline and navigating crisis care for our clients. This includes delivery of psychological first aid and crisis support (training provided), management of customer queries and ensuring the smooth flow of referrals. The perfect candidate is someone who is able to communicate well, think critically and solve customer queries in a timely manner. 

What you will do:

• Provide psychological first aid and crisis counselling to crisis callers using English, Cantonese/Mandarin and Japanese (strongly preferred) 

• Ensure the resolution of crisis situations according to the available protocols 

• Oversee operation and management of wellness hotline services (attend, de-escalate/escalate and intervene) 

• Support clinical team in administrative processes and psychological case management 

• Support operations in other day-to-day tasks e.g., desktop research, data entry, easy translations as needed (10-20% of time) 

Requirements

About you:  

• [STRONGLY PREFERRED] Ability to speak Japanese and/or Cantonese/Mandarin 
• Some knowledge of Psychology is preferred but not compulsory as training will be provided 
• Able to communicate well and with a high degree of professionalism even if under pressure  
• Willing to learn and work with tools needed to deliver the work 
• Commitment to upholding the highest standards of privacy and ethics in handling sensitive data   

Thoughtfull is an equal opportunity employer. We provide equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please inform us for accommodation.