Intellect

Associate

• Manage and respond to user and provider queries across email, chat, and calls within defined SLAs
• Support session management processes including bookings, rescheduling, cancellations, and escalations
• Coordinate closely with internal teams to ensure timely issue resolution and seamless care delivery
• Provide high-touch support for sensitive or complex operational cases where required
• Ensure accurate documentation and updates across operational systems and trackers
• Deliver a positive and empathetic experience across all user and provider touchpoints
• Identify operational gaps, recurring concerns, and service risks proactively
• Support escalation management and service recovery efforts
• Maintain quality standards and adherence to SOPs across operational workflows
• Assist in monitoring provider compliance, responsiveness, and operational performance
• Support day-to-day operational workflows and cross-functional coordination
• Assist with maintaining trackers, dashboards, operational reports, and process documentation
• Contribute to operational improvement initiatives and automation opportunities
• Ensure operational data and records remain accurate and up to date
• Support implementation of new workflows, services, or operational processes
• Communicate professionally and clearly with users, providers, and internal stakeholders
• Handle calls confidently while maintaining empathy and professionalism
• Collaborate effectively with Care Operations, Clinical, Product, and Commercial teams
• Escalate risks, blockers, or urgent concerns in a timely manner

Care Excellence Associate

Counselor

• 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

Clinical Psychologist, Counsellor

• 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

Clinical Psychologist – Licensed Counselor

• - 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

Clinical Psychologist / Licensed Counselor

• Join Intellect as a Clinical Provider and support clients in their mental health and personal growth journey. This is a freelance role requiring virtual support in Malaysia, with occasional onsite sessions (in Kuala Lumpur, Malaysia) when needed.
• You will provide mental health support to clients across diverse clinical cases while collaborating with a mission-driven team committed to expanding access to quality mental healthcare. The ideal candidate should be comfortable and available to conduct onsite sessions as required by the client.
• What You’ll Do
• - Provide 1-on-1 mental health support through onsite and/or virtual sessions for Intellect clients.
• - Deliver ad-hoc onsite support at the client’s office in Kuala Lumpur, including facilitating group sessions, psychoeducation workshops, webinars, and other wellbeing-related initiatives.
• - Deliver virtual/onsite critical incident support services as required.
• - Collaborate with Intellect to enhance client care and programs.
• - Maintain accurate and up-to-date client records in accordance with professional and legal standards.
• - Maintain high standards of clinical ethics, confidentiality, and professional care.

Clinical Psychologist, Counselor

Customer Success Manager

• Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts
• Own end-to-end delivery of the mental health benefits platform across assigned clients
• Develop and execute customised mental health programme strategies aligned to each client’s workforce needs
• Build strong, long-term relationships with senior HR and business stakeholders
• Drive client satisfaction, retention, and expansion opportunities
• Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams
• Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy
• Identify product enhancement opportunities based on client feedback and insights
• Conduct regular client check-ins (weekly, monthly, quarterly)
• Prepare and present QBRs and impact reports
• Respond to client queries, escalations, and operational requests
• Align on programme priorities, campaign calendars, and engagement initiatives
• Manage renewals conversations and identify upsell/cross-sell opportunities
• Oversee implementation timelines and onboarding processes
• Coordinate webinars, roadshows, campaigns, and engagement initiatives
• Ensure platform configurations, credits, and reporting are accurate
• Track project milestones and manage internal follow-ups
• Ensure service quality standards are maintained across clinical and operational delivery
• Develop tailored engagement strategies based on workforce demographics and needs
• Advise clients on mental health trends, utilisation benchmarks, and best practices
• Provide recommendations to improve adoption, communication, and ROI perception
• Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity)
• Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS
• Analyse trends and identify risks or growth opportunities
• Develop insights and narratives to demonstrate programme impact
• Use data to inform renewal and expansion discussions
• Translate client feedback into clear product and operational requirements
• Work with Product and Engineering on feature enhancements or fixes
• Partner with Marketing on engagement campaigns and communication materials
• Coordinate with Clinical and Delivery Ops for service quality and provider matters
• Support Sales in enterprise pitches, renewals, and expansion proposals
• Identify recurring pain points and process inefficiencies
• Contribute to internal playbooks, best practices, and reporting frameworks
• Proactively suggest platform improvements to enhance scalability and client value

Client Success Manager

• **The Role**The Enterprise Client Success Manager (CSM) exists to ensure the successful delivery, adoption, and long-term impact of our mental health benefits platform across key strategic and large enterprise accounts.
• This is a high-touch, consultative role focused on translating our solution into measurable value for clients. The Enterprise CSM owns the end-to-end client journey, from implementation and program design to engagement strategy, reporting, renewals, and expansion. They act as a trusted advisor to senior HR and business stakeholders, ensuring the programme aligns with organisational priorities and drives meaningful outcomes for employees.
• **What You'll Do**
• **Main Responsibilities**
• - Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts
• - Own end-to-end delivery of the mental health benefits platform across assigned clients
• - Develop and execute customised mental health programme strategies aligned to each client’s workforce needs
• - Build strong, long-term relationships with senior HR and business stakeholders
• - Drive client satisfaction, retention, and expansion opportunities
• - Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams
• - Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy
• - Identify product enhancement opportunities based on client feedback and insights
• **Day-to-Day Activities**
• __**Client Relationship Management**__
• - Conduct regular client check-ins (weekly, monthly, quarterly)
• - Prepare and present QBRs and impact reports
• - Respond to client queries, escalations, and operational requests
• - Align on programme priorities, campaign calendars, and engagement initiatives
• - Manage renewals conversations and identify upsell/cross-sell opportunities
• __**Programme Delivery & Project Management**__
• - Oversee implementation timelines and onboarding processes
• - Coordinate webinars, roadshows, campaigns, and engagement initiatives
• - Ensure platform configurations, credits, and reporting are accurate
• - Track project milestones and manage internal follow-ups
• - Ensure service quality standards are maintained across clinical and operational delivery
• __**Strategic Advisory & Consulting**__
• - Develop tailored engagement strategies based on workforce demographics and needs
• - Advise clients on mental health trends, utilisation benchmarks, and best practices
• - Provide recommendations to improve adoption, communication, and ROI perception
• - Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity)
• __**Data Analysis & Insights**__
• - Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS
• - Analyse trends and identify risks or growth opportunities
• - Develop insights and narratives to demonstrate programme impact
• - Use data to inform renewal and expansion discussions
• ____
• __**Cross-Functional Collaboration**__
• - Translate client feedback into clear product and operational requirements
• - Work with Product and Engineering on feature enhancements or fixes
• - Partner with Marketing on engagement campaigns and communication materials
• - Coordinate with Clinical and Delivery Ops for service quality and provider matters
• - Support Sales in enterprise pitches, renewals, and expansion proposals
• __**Continuous Improvement & Innovation**__
• - Identify recurring pain points and process inefficiencies
• - Contribute to internal playbooks, best practices, and reporting frameworks
• - Proactively suggest platform improvements to enhance scalability and client value