Crisis Hotline and Customer Service/Ticketing Operator - Contract Basis (MY)

About ThoughtFull

ThoughtFull is on a mission to simplify mental health for your personal and professional growth - through every season of life, anytime, anywhere.

ThoughtFull is a Temasek-backed mental health company that provides full mental healthcare services for corporates clients around the Asian region and beyond. We were the first in Asia to offer clinically validated text-based coaching and the first to partner with insurers, making care more accessible to individuals and businesses. Join us on our mission and be part of our rockstar team!

Responsibilities

(Professional training will be provided)

• Provide psychological first aid (attend, de-escalate/escalate and intervene) to crisis callers from our corporate clients in English, Malay, Mandarin and Cantonese.
• Provide accurate and up-to-date information to callers/individuals accordingly.
• Collect accurate data about calls and callers with proper record keeping.
• Monitor and manage the company’s customer service/ticketing platform, ensuring timely handling of app bugs and support requests.
• Supported by the in-house clinical team in administrative processes and psychological case management.

Engagement Arrangement

• This is a 1-year contract position, automatically renewable.
• Working hours: Monday to Thursday, 6AM - 6PM
• Public holidays: You are required to work on public holidays that fall on your shift, compensated at 2x the usual shift rate
• Mode: Fully remote
• Compensation: RM3318/ month (non-negotiable as calculated based on shift rate)
• Start date: Immediately or with 1-week's notice

Requirements

• Preferably have a degree qualification in any field.
• Fluent in English, Malay, Mandarin and Cantonese.
• Must be punctual, reliable and able to work varying shifts.
• Have sufficient digital and computer literacy and a meticulous record keeper.
• Open-minded and multiculturally competent; accepting of differences in cultures, religions, and sexuality
• Open to learning; committed and motivated to learn and improve.
• Fresh graduates are encouraged to apply. This is an entry-level role.

Benefits

• Opportunity to make a positive impact and save lives
• Work in a leading mental health tech company in SEA
• Partner with us to make mental healthcare accessible to all