Part Time Service Coordinator (Weekday Evening), Layla Care

Part Time Service Coordinator (Weekday Evening), Layla Care

About the Opportunity

Layla’s mission is to empower people to take control of their mental health. We use client-centric innovation to understand and address gaps in the ever-changing realities in mental health. Today, Layla is a service that facilitates personalized individual, couples, family, and group therapy directly to the public as well as in collaboration with partners in the broader healthcare sector.

We are looking for a driven individual with a passion for mental health care, excellent attention to detail, customer service, and organizational skills. The Part Time Service Coordinator (Weekday Evening) will ensure the smooth operation and delivery of client services and care experience through protocols, systems and people. This role will primarily focus on providing technical support and managing Layla Therapy’s live channels (email, phone, voicemail and future messaging), for clients and therapists across Canada.

This is a fully remote, part-time, salaried role requiring a total of 22 working hours per week. Working hours will be 4 PM to 8 PM ET, Monday to Friday (20 hours), and there will be 2 hours of required team meetings on Tuesdays and Fridays. This role is open to anyone located in Alberta, Ontario or Nova Scotia.

You can expect your role to be somewhat varied and evolve over time, but generally include the following responsibilities:

1. Acting as the client’s first point of contact for technical support inquiries from clients and providers within the Layla general email inbox, phone, and future messaging services, in a warm, dependable, and responsive manner.
2. Providing Tier 1 technical support, including login/access issues, browser or device compatibility troubleshooting, session link and appointment visibility problems, and basic navigation and troubleshooting of the Layla app.
3. Triaging more complex technical issues and escalating them to Layla’s platform partner according to protocol.
4. Logging and tracking technical issues, resolutions, and follow-ups on escalations.
5. Assisting clients with administrative issues and responding to general inquiries about Layla, including checking voicemails, assigning emails to Layla team members when necessary, and resolving issues promptly and courteously.
6. Collaborating with clients and therapists throughout the duration of their journey to ensure high-quality service delivery.
7. Collaborating with Layla Groups, Psychological Assessments, Supervised Therapy Program and other specialty programs on initiatives and operational tasks, and assisting clients regarding administrative and technical problems.
8. Maintaining up-to-date Service Coordinator protocols to support day-to-day operations.
9. Responding to inquiries from the broader community during off hours (e.g. primary care).
10. Responsible for a variety of administrative tasks that will evolve over time.
11. Participating in scheduled care team trainings and meetings.
12. Working with the broader Layla team to identify and assess processes to continually improve service delivery.

Professional Experience and Qualities

1. 1+ years’ experience in client care (e.g., customer service, healthcare operations, case coordination), with strong interpersonal, written, and verbal communication skills.
2. 6+ months’ experience in technical support, including ticketing systems (e.g., Zendesk, Salesforce), basic IT support, and technical troubleshooting.
3. Proficient with online platforms; able to follow troubleshooting protocols effectively.
4. Highly organized and detail-oriented, ability to deliver high quality client care with high levels of efficiency and accuracy.
5. Proactive problem-solver with a positive attitude and adaptability in a dynamic environment.
6. Responsible, dependable, and committed to high-quality work.
7. High tolerance for change in a growing and evolving organization.

Location & Logistical Requirements

1. Access to a private, quiet and confidential workspace that allows for the protection of confidential information and the avoidance of disruption.
2. Access to a mobile phone and internet connection with sufficient bandwidth and connection speed.
3. Layla will provide a setup budget, computer, as well as a set monthly budget to cover the use of personal devices for work.
4. This is a remote job in Ontario, Alberta, or Nova Scotia.

Interests

1. Passion for exceptional client service and the systems and culture required to achieve it.
2. Interest in mental health, evidence-based practice, and appreciation for what drives success in therapy.
3. Enjoys talking to and helping people, and advocating for their wellness.
4. Interest in being part of a high-growth, fast-changing start-up.

Benefits

1. Work with a diverse, passionate, and friendly team.
2. Supportive health and wellness benefits for you and your family.
3. 20 paid half days of vacation (due to part-time pro-ration) + paid sick and family responsibility leave (pro-rated to your hours).
4. Professional Development Benefit - time and annual budget to support your learning and professional growth.
5. Work from home budget.
6. Potential for growth and career advancement in a dynamic startup environment.

How to Apply

We appreciate your interest in Layla, please apply using the provided link: https://laylacare.applytojobs.ca/service coordinator/37834.

We look forward to reviewing your application, and will be in touch if your profile matches our current needs.

Please note our whole team is remote and all interviewing and training will be done virtually.

Application deadline: April 16 2025 at 12pm EST

Screening Calls: April 21-23, 2025

Assessment: April 24-28, 2025

Panel Interviews: May 1-3, 2025

Expected start date: as early as May 20 or June 2 2025

Job Types: Salaried part-time, Permanent

Annual Salary: $25,168

At Layla, one of our core values is to promote diversity. We welcome applications from a broad range of candidates including those with non-traditional backgrounds as well as non-Canadian experience. If you’re unsure about your qualifications for this position, we’d still encourage you to apply.

Please note that due to the sensitive nature of the work we do, a background check is required as a condition of employment.

Layla welcomes applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.