Customer Service Director - Global Health Tech

Eucalyptus; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Health coverage

Vacation leave

Sick leave

Parental leave

13th-month pay

Transport allowance

Wellness budget

Learning budgets

Job summary

Eucalyptus seeks a Customer Service Director to建立 and lead our growing support operations in the Philippines. This critical leadership role shapes how patient-facing teams operate, scales processes, and builds a culture of excellence and accountability.

You’ll implement knowledge management, quality improvements, and a meritocratic environment while collaborating with medical, product, and experience teams to ensure alignment.

Qualifications

• 7+ years in operations, ideally healthcare/health-tech or patient-facing environments
• Proven experience building or scaling a support function
• Strong background in knowledge management, training, or learning and development
• Deep familiarity with CRM/ticketing systems (Zendesk, Salesforce, Freshdesk, etc.)
• Experience mentoring leaders and instilling structured management practices
• Strong communication and reporting skills for senior leadership
• Analytical mindset; SQL proficiency a plus
• Experience leading hybrid teams with onsite work 2+ days/week

Responsibilities

• Lead and scale patient/medical support operations across channels (phone, chat, email)
• Define and implement the operating backbone: workflows, escalations, and reporting cadence
• Build vision and roadmap for the growing support function
• Design operating models, escalation frameworks, and performance metrics
• Establish learning, knowledge management, and quality assurance programs
• Lead and coach managers to develop leaders and a meritocratic culture
• Partner with medical, product, and patient experience teams for alignment
• Deliver data-driven insights with dashboards and regular updates to leadership

Skills

Operations leadership

Healthcare experience

Data-driven

CRM knowledge

Mentoring leaders

Strong communication

SQL familiarity

Hybrid/onsite leadership

Tools

Zendesk

Salesforce

Freshdesk

Job description

Eucalyptus seeks a Customer Service Director to建立 and lead our growing support operations in the Philippines. This critical leadership role shapes how patient-facing teams operate, scales processes, and builds a culture of excellence and accountability.

You’ll implement knowledge management, quality improvements, and a meritocratic environment while collaborating with medical, product, and experience teams to ensure alignment.