Patient Support Team Lead
Posted on August 25, 2025 (about 8 hours ago)
Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we’re gonna need all the help we can get…!
About Eucalyptus
Eucalyptus (or 'Euc' for short) is an Australian-founded digital healthcare company on a mission to solve the world’s biggest healthcare challenges including fertility and behavioral change around chronic conditions such as weight loss, diabetes, and mental health.
Founded in Australia in 2019, they have now helped over 500K patients globally by combining technology, design, and operational excellence to provide the best clinical support when needed, wherever patients are located.
The company operates 5 clinics (Juniper, Pilot, Kin, Software, & Compound) focused on personalizing the experience for different demographics and is powered by a growing team across 5 countries: Australia, UK, Germany, Japan, and the Philippines.
They have raised over AUD$160M in funding from investors in Australia and Silicon Valley, with plans to expand into more markets, offline channels, and new conditions.
They aim to build a team of passionate executional professionals who work hard, invest in others through direct and honest feedback, and strive to improve the health of millions of patients worldwide.
About the role (What you’ll be doing)
- Handle complex, high-impact patient issues and support peers in resolving escalations effectively
- Mentor and coach junior support team members to ensure consistency, accuracy, and adherence to support standards
- Identify and implement improvements in workflows, templates, and tools to reduce response time and improve satisfaction
- Partner with leads to review ticket quality, performance metrics, and patient feedback for continuous improvement
- Lead knowledge sharing and onboarding efforts to strengthen team capability and consistency
About you (Who you are)
- Strong Leader with at least one year of full-time leadership experience, preferably in a startup, international, or tech company. Leads with empathy and kindness while holding the team accountable and providing clear feedback
- Experience with online/remote/virtual work preferred but not essential
- Tech-savvy with working knowledge of Google Suite, Slack, Notion, and other productivity and project management tools/apps; able to adapt quickly to new systems
- Excellent communicator with strong English language skills, both spoken and written; attentive listener who interacts effectively with stakeholders
- People person who motivates others to achieve common goals and works well with diverse personalities
- Exceptional problem-solver who offers creative solutions, thinks critically, and troubleshoots effectively. Knows when to ask clarifying questions
- Trustworthy, dependable, and able to handle sensitive information with confidentiality
- Proactive with a charismatic 'can do' attitude, requires minimal supervision, takes ownership, and is motivated by impact and helping others
- Learner’s mindset, adaptable in fast-paced environments, eager to learn and develop, strives for excellence
- Willing to work full-time (40 hours/week) in a hybrid setup during APAC customer hours (6:00 AM - 6:00 PM Manila Time)
- Located near or within Metro Manila, Philippines
- Has a suitable work-from-home space and stable internet connection with a minimum of 30 Mbps
Why you should join Euc
- Passionate teams with a high talent bar and strong work ethic, offering autonomy and regular feedback
- Supportive leave offerings including sick, maternal/paternal, compassionate, vacation, personal health days, and budget for well-being; comprehensive health insurance; statutory benefits; transportation allowance for office reporting
- Investment in career with professional development budget, additional leave credits, mentors, buddies, performance and pay reviews
- Fast-paced culture with a focus on learning and iterating frequently outside comfort zones
Eucalyptus values diversity and encourages applicants to request reasonable adjustments during the interview process.
Please visit https://job-boards.greenhouse.io/eucalyptus/jobs/4597729005 to apply for this position.