Patient Escalation Specialist, Australia Support
Posted on March 23, 2026 (2 months ago)
This job post is archived - the company is no longer hiring for this position.
Check out other job posts of this company here!About Eucalyptus
We’re on a mission to make good health last a lifetime. Euc is the company behind Juniper, a large weight-management program combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care. Our published clinical research shows our combined clinical and behavioural approach helps patients lose significantly more weight during treatment.
Our Growth Story:
- 130% YoY revenue growth and a 90% reduction in cash burn, with $100M+ raised from investors including BOND, NewView, Blackbird and Airtree.
- Supported over 350k patients across 5 markets.
- Received selective NICE endorsement to provide services to the NHS.
- Tailored our offering to thousands of patients in Germany and Japan.
About the role (What you'll be doing)
This isn’t an ordinary customer support role. You will be at the forefront of resolving patient issues and delivering high-quality care via e-mail, chat, and inbound or outbound calls. You will take ownership of patient issues, collaborate with clinical and delivery partners, and drive process improvements.
Your core responsibilities:
- Patient-Centric Problem Solving: Own patient issues and ensure swift, effective resolutions focused on high-quality care.
- Collaborative Partnerships: Work closely with doctors, pharmacies, and delivery partners to coordinate outcomes for patients.
- Exceeding Service Targets: Meet and exceed KPIs including CSAT, tickets solved, AHT, and other service goals.
- Process Improvement & Innovation: Identify opportunities to improve services through process optimisation and automation, and implement solutions.
- Trend Identification & Escalation: Monitor recurring issues or patterns in patient tickets and escalate appropriately to prevent future problems.
About you (Who you are)
- 2+ years of experience in telehealth or healthcare support, customer service, tech support, or other problem-solving roles.
- You love solving problems and driving outcomes for patients and customers, with strong attention to detail.
- Strong English written and verbal communication skills and ability to use a range of tones with customers.
- Strong computer skills and experience with customer service software; prior experience with Mac and Google Suite is required.
- Proactive, able to anticipate next steps and take action.
- Interest in healthcare and wellness, or experience in healthcare or allied services.
Why you should join Euc
- Passionate teams: High talent bar, autonomy, and regular feedback from a supportive team.
- Benefits and leave: Range of leave offerings from Day 1, personal health days, reliable health insurance covering dependents, statutory benefit contributions, 13th month pay, and transportation allowance when reporting to the Makati office.
- Career investment: Annual professional development budget, additional leave credits, mentors, and regular performance and pay reviews.
- Ownership and equity: Equity is provided so you can benefit from company growth; ownership over projects is encouraged.
- Fast pace and learning: Work in a fast-moving environment where building in the open, iterating, and learning are core to how we operate.
At Eucalyptus, we value individuals from all backgrounds and encourage applicants to let us know of any reasonable adjustments needed during the interview process.
How to apply
Please apply via the application link provided on the job page. Click or copy the URL below into your browser to submit your application and CV.
Application URL: https://job-boards.greenhouse.io/eucalyptus/jobs/4673411005
Next steps
After submitting, the recruitment team will review applications and reach out to qualified candidates with next steps. If you require reasonable adjustments for the interview process, please indicate this in your application.