# Crisis Hotline and Ticketing Operator - Contract Basis (MY)

> ThoughtFull™ World · Malaysia (Remote) · Contract · Posted 2026-06-11

**Workplace:** remote

**Department:** Clinical

## Description

**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.
-   Oversee operations and management of the wellbeing-hotline services (attend, de-escalate/escalate and intervene).
-   Provide accurate and up-to-date information to callers/individuals accordingly.
-   Refer callers/individuals to appropriate resources when needed.
-   Collect accurate data about calls and callers with proper record keeping.
-   Monitor and manage the company’s 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.
-   Being on standby on a fixed shift. \[Phone to have stable internet connection to receive calls from the CloudTalk app\]
-   Flexible working locations, you can be based anywhere.

## Requirements

-   Preferably have a degree qualification in mental health related fields, such as counselling, clinical psychology, or equivalent.
-   Preferably a licensed or registered mental health professional with experience in crisis management hotlines.
-   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.

## 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

## Apply

[Apply at ThoughtFull™ World](https://apply.workable.com/thoughtfull-world/j/ABE2D0B080/apply)

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