Customer Service Director — Build & Scale Support

Careers at Eucalyptus; Manila; Hybrid; PHP 3,692,000 - 6,769,000; Full time

Benefits offered by this job

Health coverage

Hybrid work arrangement

13th-month pay

Transport allowance

Job summary

Eucalyptus is seeking a Customer Service Director to build and lead our growing support operations in the Philippines. This critical leadership role will shape how our patient-facing teams operate and scale, developing systems, processes, and a culture of excellence and accountability.

You’ll define how the function runs day-to-day while setting its long-term vision: learning culture, knowledge management, quality improvement, and a meritocratic environment where impact is rewarded.

Qualifications

• 7+ years of experience in operations, ideally within healthcare or patient-facing environments.
• Proven experience building or scaling a support function, not just managing one.
• Strong background in knowledge management, training, or learning & development.
• Deep familiarity with CRM/ticketing systems (Zendesk, Salesforce, Freshdesk, etc).
• Experience mentoring leaders and instilling structured management practices.

Responsibilities

• Lead daily operations for Patient and Medical Support teams across phone, chat, and email channels.
• Define and implement operating models, escalation frameworks, and performance metrics.
• Build visibility through dashboards and regular reports for senior leadership.
• Collaborate with cross-functional teams to ensure readiness for launches and initiatives.
• Coach managers and develop leaders, promoting a meritocratic culture.
• Manage teams across mid-shift and night-shift hours, ensuring sustainability.

Skills

Operations

Building or scaling support

Knowledge management

Training

CRM/ticketing systems

Tools

Zendesk

Salesforce

Freshdesk

Confluence

Job description

Eucalyptus is seeking a Customer Service Director to build and lead our growing support operations in the Philippines. This critical leadership role will shape how our patient-facing teams operate and scale, developing systems, processes, and a culture of excellence and accountability.

You’ll define how the function runs day-to-day while setting its long-term vision: learning culture, knowledge management, quality improvement, and a meritocratic environment where impact is rewarded.