Mental Health Practitioner

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Mental Health Practitioner will provide proactive and responsive psychological-wellbeing support to employees working in content moderation and related Trust & Safety functions. The role will strengthen psychological safety, normalize access to support, identify early signs of distress, and help employees develop sustainable coping and resilience skills.

As a Mental Health Practitioner, You Will…

• Conduct scheduled and on-demand individual wellbeing coaching or short-term counselling within the practitioner’s professional scope.
• Provide timely support for urgent wellbeing concerns, including same-day assistance where operationally required.
• Facilitate small-group wellbeing sessions addressing team-specific needs, healthy coping, resilience, and stress management.
• Deliver wellbeing and resilience content during onboarding and provide approved refresher or adhoc psychoeducation sessions.
• Maintain a visible and approachable onsite presence through regular floor walks or walk-and-talk engagement while respecting privacy and clinical boundaries.
• Identify and manage clinical and psychological risks, including suicide or self-harm risk assessments and established escalation procedures.
• Provide crisis intervention and coordinate referrals to emergency, specialist, or community services when appropriate.
• Support employees and operational teams following critical or potentially traumatic incidents, including clinically appropriate individual or group debriefing.
• Maintain accurate, timely, and secure appointment, attendance, case-note, and follow-up records.
• Protect confidentiality and report only aggregated wellbeing themes and trends, excluding clinical details and personally identifiable information.
• Partner appropriately with Operations, HR, Wellness, Training, and people leaders while preserving clinical independence and confidentiality.
• Participate in professional supervision, case consultation, internal meetings, and continuing professional development.

As a Mental Health Practitioner, You Need…

• Master’s degree or equivalent postgraduate qualification in Psychology, Clinical Psychology, Counselling Psychology, Health Psychology, Psychotherapy, Guidance Counselling, Mental Health Counselling, Social Work, or another locally recognized clinical discipline.
• Valid and active professional registration, accreditation, or unrestricted licence to practise in Guatemala or Colombia, as applicable.
• At least three years of relevant post-degree or post-qualification mental-health experience.
• Experience providing individual mental-health support using short-term, evidence-based interventions.
• Experience supporting trauma-related concerns, distress, resilience, or general mental health.
• Training and demonstrated competence in suicide and self-harm risk assessment and intervention, including strong crisis-response and safeguarding capability.
• Strong understanding of confidentiality, safeguarding, professional ethics, and privacy obligations.
• Professional fluency in Spanish and English.
• Ability to satisfy applicable reference, background, and professional good-standing checks.
• Experience supporting content moderators, Trust & Safety professionals, first responders, crisis teams, or another workforce exposed to distressing material.
• Experience in a BPO, corporate, onsite employee-wellbeing, or occupational mental-health environment.
• Formal training in short-term or solution-focused counselling and coaching.
• Certification in an established suicide-intervention program such as ASIST, safeTALK, or a locally recognized equivalent.
• Experience designing and facilitating psychoeducational, resilience, onboarding, or group-wellbeing programs.
• Experience working with culturally and linguistically diverse populations and within a multidisciplinary support team.
• Sound clinical judgment, risk prioritization, and calm decision-making in urgent situations
• Trauma-informed, culturally responsive, and evidence-based practice.
• Ability to build trust and maintain clear confidentiality and professional boundaries.
• Effective individual counselling, group facilitation, psychoeducation, and written communication skills.
• Ability to collaborate in a multidisciplinary operational environment without compromising clinical independence.
• Strong organization, secure documentation, time management, and follow-through.
• Adaptability, personal resilience, reflective practice, and a sustainable commitment to professional self-care.
• Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.

IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.