Patient Support Team Lead

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 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 5 clinics (Juniper, Pilot, Kin, Software, & Compound) 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$160M 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 executional weapons 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 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: At least 1 year of full-time leadership experience in a startup, international, or tech company. You lead with empathy and kindness while holding your team accountable to high standards. You’ve successfully driven improvements in team performance (CSAT, QA, retention, or efficiency) and fostered a positive team culture. You coach, mentor, and empower team members to grow in their roles.
  • Preferably experienced with online/remote/virtual work (not essential).
    
    
• Tech-Savvy: Proficient in Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity/project management tools. Quick to adapt to new systems and technologies. Having experience in Zendesk is a huge plus.
  
  
• Strong Communicator: Excellent command of English, both spoken and written. You listen attentively and communicate with stakeholders in a concise and effective manner.
  • Experience in healthcare support or a customer-facing role is a plus.
    
    
• People Person: Motivates others toward common goals, works well with diverse personalities, and creates an inclusive, psychologically safe environment where people feel heard and valued.
  
  
• Exceptional Problem-Solver: Approaches complex challenges with creativity and critical thinking. Troubleshoots effectively, resolves technical/operational issues, and knows when to ask clarifying questions. You balance being hands-on in day-to-day operations with providing strategic input to leadership. You thrive in a mission-driven, fast-growing environment and believe in putting patients/customers first.
  
  
• Progressive Thinker: You don’t just put out fires — you look for root causes and systemic fixes. You use data, feedback loops, and cross-functional collaboration to improve processes at scale. You’re progressive in your approach, anticipating future challenges and opportunities instead of only reacting to the present.
  
  
• Ethical Leader: Known for integrity and discretion, with the courage to challenge gossip, exclusion, or toxic behaviours. You set a high ethical standard, fostering a culture of trust, accountability, and psychological safety.
  
  
• Proactive: A charismatic “can-do” attitude with minimal need for supervision. Takes ownership, goes the extra mile, and is motivated by impact and helping others.
  
  
• Learner’s Mindset: Embraces challenges as learning opportunities. Adapts quickly in fast-paced environments, strives for excellence, and continuously improves. You thrive in a mission-driven, fast-growing environment and view challenges as opportunities to learn. This role also offers growth opportunities into broader leadership areas such as operations, strategy, or project management.

• You are willing to work full-time (40 hours/week) in a hybrid set up during either APAC customer hours
  • APAC Business Hours: 6:00AM - 6:00PM Manila Time
• You are located near or within Metro Manila, Philippines
• You have a suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment)
• You have stable internet connection at home: 30 Mbps minimum

Why you should join Euc

• 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 autonomy to tackle interesting problems and receive regular feedback from a supportive team
• We’ll have your back when you need us the most - You’ll be able to lean on a range of leave offerings to support you when needed from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
• We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up. You can expect regular performance and pay reviews as your career grows.
• 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

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.