Customer Support Specialist, Germany

Catient Support Specialist

Location: Germany

Role type: Full-time (hybrid or remote)

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…!

Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world’s biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health.

Founded in Australia in 2019, we have now helped over 500K patients globally by combining technology, design and operational excellence to help patients access the best clinical support when they need it - wherever they are.

Our 4 digital Clinics (Juniper, Pilot, Kin & Software) focus heavily on personalising the experience for different demographics and are powered by a growing team across 5 countries (Australia, UK, Germany, Japan, and the Philippines).

We’ve raised over AUD$150M in funding from Aussie and Silicon Valley investors who were early backers of Uber, Canva and AirBnb. With plans to launch into several more markets, offline channels, and tackle new conditions.

We’re looking to continue building our team of high calibre individuals who are passionate about healthcare, aren’t afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

About the team

• Patient experience and safety is at the heart of Eucalyptus and all of our brands. The patient experience team thrives on making every patient feel uniquely cared for and ensuring our prescribers, nurses and fellow Eucalypts can rely on us.
• This is not a traditional support role. We offer unique opportunities to learn about different areas of the business and be involved in product launches, onboarding new patients, and building processes and tools to help us scale.

About the role (What you’ll be doing)

We’re looking for a passionate and caring customer support specialist to communicate with patients, doctors and manage consultation flows via our platform. We are seeking a bi-lingual German and English speaker and writer to help triage, manage and resolve patient support interactions. Since our German market is still in its infant shoes with exciting growth plans over the next year, you will play an important role in shaping the team, culture and patient offering.

• Responsible for onboarding new patients, proactively resolving patient tickets and making outbound calls to ensure we consistently deliver products and services above patient expectations
• Work closely with our pharmacy, nurses and prescribers to ensure patients are informed and receive their orders in a timely and convenient manner
• Be the first to see or hear back on patient sentiment - share patient pain points, escalate issues, fix bugs and ensure the continual improvement of our products and services
• Support building, implementing and ongoing maintenance of process documentation
• Own our Facebook community including member approval and weekly posts
• Be adaptive to the changing needs of Eucalyptus by taking on new responsibilities and ad-hoc tasks

About you (Who you are)

• At least 1-2 years of experience working in customer support, hospitality, sales, or another customer facing role with a strong desire to learn more and progress your career in a fast-paced environment
• Bi-lingual in German and English - speaking and writing (German fluent, English minimum B2)
• Strong written and verbal communication skills, and has ability to adapt tone of voice to interact with customers
• Naturally empathetic, reliable, caring, with strong problem-solving skills
• Skilled with computers, or experience with CX software (prior experience with Google Suite and Zendesk is a plus)
• Drawn to fast-paced working environments, with a strong bias to action and ability to take initiative
• Fast learner and independent problem solver
• Bonus points if you have worked at a start up before

Our values:

• Patients first - endeavour to make our patients’ lives simple and easy
• Build in the open, together - collaborate with each other and challenge ideas openly
• Earn the right to exist - have a bias to action, guided by data
• Dare to be great - push yourself and support each other to do our best work

So, why join Eucalyptus?

• Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday and work amongst people who care deeply about our patients. You’ll be given the opportunity to tackle interesting problems and receive regular feedback from a supportive team
• We move at incredible speed - You’ll work with team mates who build in the open by sharing their work freely, this helps us learn and iterate quickly so we can deliver high quality outcomes faster than our competitors. You’ll spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn’t have it any other way
• We will invest in your career - You’ll get access to an annual professional development budget, mentors and buddies to ensure that you have the support you need to level up.
• We invest in your health - You’ll be given a monthly wellness benefit for gym membership, classes, or anything else to support your physical and mental wellbeing

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process.