Patient Support & Experience Lead (Canada)
Posted on January 21, 2026 (about 2 hours ago)
About Eucalyptus
We’re on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. Eucalyptus builds better long-term care.
Euc is the company behind Juniper, a large weight-management program combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians.
Published clinical research shows that this combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper.
- 130% YoY revenue growth and a 90% reduction in cash burn, with $100M+ raised from investors including BOND, NewView, Blackbird and Airtree.
- Scaled to over 100,000 monthly active patients across our weight-management program.
- Grew the UK patient base from 4,000 to ~40,000 and received selective NICE endorsement to provide services to the NHS.
- Tailored our offering to over 5,000 patients in Germany and Japan.
About the role (What you'll be doing)
The Patient Support & Experience Lead will own the end-to-end patient support experience across onboarding, treatment, and ongoing care, leading Support Associates and Medical Support Associates.
- Lead Support Associates and Medical Support Associates and own patient support experience across onboarding, treatment, and ongoing care.
- Design and optimise operational workflows to improve coordination between support, clinical, and pharmacy teams and identify bottlenecks to implement scalable processes.
- Act as the escalation point for critical issues, leading resolution of high-impact patient issues and implementing long-term solutions to prevent recurrence.
- Drive performance through data by building dashboards, conducting root-cause analyses, and making data-backed recommendations to improve quality and efficiency.
- Support cross-functional expansion projects and partner with product, ops, and growth to scale the Canada business.
About you (Who you are)
- 4-5+ years of experience in customer support or customer service — ideally in a fast-paced or regulated environment (e.g. healthtech, consumer startups, or logistics).
- Team leadership experience — you’ve managed or mentored others and are excited to grow into a larger people management role.
- Fluency in English with excellent written and verbal communication skills to explain complex issues simply.
- Strong analytical and problem-solving skills; highly adept at modelling solutions in Excel / Google Sheets.
- Highly organised, proactive, detail-oriented, and able to manage shifting priorities.
- Empathetic and patient-first mindset with a passion for improving patient experience.
Nice to have
- Experience working in digital health, telemedicine, or healthcare services.
- Familiarity with ticketing systems (e.g. Zendesk) or patient care tools.
- Exposure to hiring, workforce planning, or scheduling.
- Fluency in French.
Why join Eucalyptus?
Eucalyptus is part of a growing family of digital healthcare clinics across men’s health, fertility, skincare, longevity and preventive health. The company is on a growth journey and aims to support 1 million patients globally in the next three years.
Joining Euc provides the opportunity to build something world-changing, make real impact on patient outcomes, accelerate your growth with high ownership and dedicated development support, and collaborate with a motivated team.
- Professional development budget and 3 days of professional development leave.
- Private medical insurance (Silver plan) and private pension (0% coverage).
- 20 days of annual leave and 10 days of sick leave, plus flexible working designed to support sustainable work.
What's ahead in Canada
Shape your career with development support and benefits tailored to the Canada team, and receive support at every stage of employment. Eucalyptus values individuals from all backgrounds and asks applicants to let them know of any reasonable adjustments needed during the interview process.
How to apply
To apply, visit the Greenhouse listing at: https://job-boards.greenhouse.io/eucalyptus/jobs/4651831005 and follow the application instructions there.
Accessibility
At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives. When you apply, please let us know of any reasonable adjustments you may need during the interview process.