Operations Support Specialist, Manila (AU Support)

About Euc

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. We’re here to build better long-term care.

Euc is the company behind Juniper, one of the world’s largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story:

• 130% YoY revenue growth and 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)

We're looking for an Operations Support Specialist to help strengthen the work of our multidisciplinary Medical Operations team at Eucalyptus. You'll support the team that provides ongoing treatment advice to patients and make sure our EUC healthcare professionals have the tools, resources, and operational backing they need to deliver exceptional care.

• Daily Interaction with Practitioners:
  • Timely Assistance: Respond promptly to practitioners' and pharmacy partner inquiries, addressing their questions, concerns, and requests.
  • Proactive Check-Ins: Initiate regular check-ins with practitioners to ensure they have the resources they need and to gather feedback on their experiences.
  • Feedback Collection: Act as a conduit for practitioners to share insights, feedback, and suggestions with the appropriate teams within the company.
  • Troubleshooting: Act as the first point of contact for practitioners experiencing operational issues, diagnosing and resolving problems, or escalating when necessary.
• Monitoring of consults:
  • Routine check-in of our consult queues and actioning the necessary steps based on our guidelines
• Issue Resolution:
  • Prompt Issue Resolution: Troubleshoot and resolve practitioner issues efficiently, striving to minimise any disruptions to their telehealth services.
  • Escalation Protocol: Follow established escalation procedures for complex issues, ensuring that they are addressed effectively.
• Practitioner Onboarding and Technology Support:
  • Efficient Onboarding: Coordinate the seamless onboarding process for new practitioners, ensuring they have access to all necessary tools and technology.
  • Training and Support: Provide training and support to practitioners on the use of our telehealth platform and other essential technology tools.
  • Troubleshooting: Act as the first point of contact for practitioners experiencing technical issues, diagnosing and resolving problems, or escalating when necessary.
• Share patient and practitioner insights with the clinical services team and wider business
  • Share feedback from patients and practitioners regarding their experiences with the service to improve the overall patient experience, service quality and system improvement
• End-to-end ownership of a dedicated area
  • You’ll take full responsibility for a specific function — whether that’s managing payments, overseeing timesheets from start to finish, or supporting the onboarding process

About You (Who You Are)

• 3+ years of in-house experience: Ideally in Customer Service or Support, preferably in SaaS, healthcare, or telehealth environments.
• Tech-savvy: Comfortable navigating digital tools and systems, with hands-on experience using Zendesk, Google Sheets, Notion, and basic automation tools (e.g., Zapier, Slack workflows). Bonus if you’ve explored other workflow automations.
• Detail-oriented: Able to manage complex operational tasks, follow structured processes, and maintain high accuracy.
• Clear and confident communicator: You can explain processes and issues concisely and professionally to colleagues and healthcare professionals.
• Problem-solver with basic troubleshooting skills: Able to identify and resolve common technical or operational issues efficiently.
• Adaptable: You thrive in a fast-moving telehealth environment and adjust quickly to evolving processes and priorities.

Performance Metrics

This role will be measured against key indicators to ensure high-quality operational support and excellent patient and practitioner experience:

• AHT: Time taken to resolve each interaction.
• QA: Maintaining quality and safety standards in every interaction.
• CSAT: Patient satisfaction with each interaction.
• SLAs for Practitioner Responses
• 97% of patients contacted within their selected time window (daily average).
• Onboarding Performance:
  • Complete end-to-end onboarding within 5 business days (unless practitioner sided issue).
  • Achieve Day 1 consult performance at ~90% of cohort average.

Additional Note: Our digital clinics operate 16 hours a day, 7 days a week (AEDT), so flexibility for weekend work and rostering will be required.

Why join Eucalyptus? 

Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men’s health and well-being, fertility, skincare, and preventative health.

Here’s what makes joining Euc unique:

• What’s next - Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
• Build something world-changing - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
• Make real impact - You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
• Accelerate your growth - You will have high ownership, continuous feedback, and dedicated development support.
• Join a motivated team - You will collaborate with talented peers to solve complex clinical and operational problems at scale.

What's ahead in the Philippines? 

• Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan while collaborating with top-tier teams in the Philippines and South Africa.
• Shape your career - Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture.
• Work where wellbeing matters - Enjoy wellness budgets, social clubs, hybrid work arrangement, and initiatives that help you stay balanced and connected.
• Innovate with purpose - Use state-of-the-art tools and contribute to bold, impactful solutions in healthcare.
• Support at every stage - Benefit from comprehensive health coverage (including up to 2 dependents), vacation, sick, and parental leaves, 13th-month pay, statutory benefits, and transport allowance.

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.