Operations Associate

Saya is an online mental health platform that connects people in the Philippines with licensed psychologists, guidance counselors and psychiatrists. We're looking for an independent contractor to run client and practitioner operations.
Scope of services
Keep bookings, scheduling and session changes running smoothly for clients and practitioners
Be the first point of contact for client questions and see issues through to resolution, including payments and refunds under Saya's refund policy
Support practitioners with onboarding and day-to-day coordination
Help clients find the right kind of support for their needs
Escalate sensitive situations using Saya's escalation protocol
Keep processes, help docs and FAQs organized and up to date
Send a short weekly report on how operations are going
Service levels
Weekdays: first response within 1 hour to messages received between 9 AM and 9 PM
Weekends and holidays: first response within 4 hours to messages received between 9 AM and 9 PM
How and when you work to meet these is up to you
What you bring
Clear, warm communication in English and Tagalog
Comfort in a client-facing role
Organized enough not to drop things when volume spikes
Works independently and handles ambiguity without needing direction
Comfortable with Google Workspace and spreadsheets, and quick to pick up new tools
Understands the boundary: this role supports clients but doesn't counsel them
Cares about making mental health care easier to get
Your own laptop and reliable internet
Nice to have
Background or experience in mental health or psychology
Experience in customer support, operations or healthcare admin
Familiarity with Canva and project management tools
Other Philippine or Asian languages
Why work with us
Work that matters. Every booking you make and every issue you resolve means someone gets the mental health support they reached out for.
Real ownership. You run client operations your way, and your ideas for doing things better get used.
Flexibility. Work from anywhere, on your own schedule, as long as service levels are met.
A close view of how an early-stage startup gets built.

Work arrangement
Yes