Contact Center Team Lead – Australia Support (Manila)

Careers at Eucalyptus; Manila; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Transportation allowance

Annual professional development budget

Job summary

Eucalyptus (now part of Hims & Hers) Manila is seeking a Contact Center Team Lead for Australia Support. The role leads the Manila support team, guiding agents to deliver outstanding patient interactions with empathy and accountability.

You’ll manage daily operations, performance, and stakeholder engagement to ensure high-quality service. You will coach, mentor, and develop agents, own metrics reporting, and drive continuous improvement while maintaining a patient-first culture in a fast-growing

Qualifications

• Strong Leader with 4+ years of full-time leadership experience in startup, international, or tech environments.
• Experience with online/remote/virtual work is preferred.
• Excellent English communication and ability to coach and mentor teams.
• People-focused leadership fostering psychological safety and performance.
• Data-informed decision-making to drive CSAT, QA, and efficiency.
• Willingness to work full-time (40h/wk) in APAC hours from Manila.

Responsibilities

• Lead daily stand-ups and guide ticket handling strategy and priorities.
• Monitor queues, assign tickets, and balance team workload.
• Be the first point of support for agents and escalate when needed.
• Conduct weekly 1:1 reviews with coaching and feedback.
• Own data analysis and reporting for agent and team performance.
• Participate in recurring meetings and Stakeholder engagement.
• Drive process improvements and cross-functional collaboration.
• Foster culture, empathy, and a patient-first mindset within the team.

Skills

Leadership

Tech-Savvy

Communication

People Management

Problem-Solving

Data-Driven

Ethical Leadership

Proactive

Learner Mindset

Tools

Google Suite

Slack

Notion

Zendesk

Job description

Eucalyptus (now part of Hims & Hers) Manila is seeking a Contact Center Team Lead for Australia Support. The role leads the Manila support team, guiding agents to deliver outstanding patient interactions with empathy and accountability.

You’ll manage daily operations, performance, and stakeholder engagement to ensure high-quality service. You will coach, mentor, and develop agents, own metrics reporting, and drive continuous improvement while maintaining a patient-first culture in a fast-growing