Chat Support Agent

Shezlong is the leading online psychotherapy platform in the Middle East and Africa offering high-quality and comprehensive, affordable, mental health services which can be accessed anywhere, any time. We aim to make mental wellness a given for every individual so we help build resilient communities thus positively impacting the welfare of society through innovative, accessible, and easy-to-use technology.

1. Contract:full-time
2. Location:Sheikh Zayed
3. Work condition:Rotational Shifts

How can you help

As Chat Support Agent, you will play a vital role in guiding clients through their mental health journey. Youll be the first human touchpoint for leads looking for support ,helping them choose the right therapist, addressing concerns, and ensuring they stay engaged throughout their healing process.

Your goal Build trust, encourage commitment, and turn leads into long-term success stories.

Job Responsibilities:

Lead Conversion & Onboarding

Communicate with leads through live chat and other channels to help them choose the therapist who best fits their preferences.

Assist clients in completing the onboarding process and becoming active users.

Client Feedback & Complaint Resolution

Collect and track client feedback to ensure continuous service improvement.

Handle client complaints empathetically and professionally retaining clients and ensuring their satisfaction.

Retention & Growth

Execute proactive outreach campaigns to re-engage inactive clients and reduce churn.

Collaborate on and apply retention strategies and engagement workflows.

Internal Collaboration

Provide intra-departmental support and guidance as assigned by the manager.

Ensure smooth communication between the team and other stakeholders

Reporting & Metrics

Prepare and submit accurate daily reports highlighting number of tickets handled, conversions, retention activities, and qualitative outcomes.

Profile Requirements:

• 13 years in a customer support, engagement or sales role (healthcare, wellness, or mental health field is a plus)
• Excellent communication and empathy both written and verbal.
• Detail-oriented, organized, and emotionally intelligent.
• Familiarity with CRM tools is a plus
• Passionate about mental health and creating positive impact in peoples lives.
• Microsoft office/ Google suite expert

Join us today and be part of our committed team!