Customer Service Director: Scale & Lead Operations

Eucalyptus; Philippines; On-site; PHP 2,000,000 - 3,500,000; Full time

Benefits offered by this job

Wellness budget

Hybrid work arrangement

Health coverage for up to 2 dependents

13th-month pay

Vacation & sick leave

Transport allowance

Job summary

Eucalyptus is seeking a Customer Service Director to build and lead our growing Philippines support operations. This leadership role shapes how patient-facing teams function, scale, and deliver high-quality care.

You will establish processes, implement knowledge management, and build a learning culture with a merit-based environment. You will report to the Patient Operations Lead and collaborate with medical, product, and experience teams to ensure operational alignment across channels and time

Qualifications

• 7+ years of operations experience, preferably in healthcare/health-tech.
• Experience building or scaling a support function.
• Strong knowledge management, training, or learning and development.
• CRM/ticketing expertise (Zendesk, Salesforce, Freshdesk).
• Experience mentoring leaders and establishing structured management practices.
• Excellent communication and reporting to senior leadership.

Responsibilities

• Optimize daily operations for Patient and Medical Support teams across phone, chat, and email channels.
• Build and formalize the operational backbone — workflows, queue management, escalations, and reporting cadence.
• Track, analyze, and improve KPIs like throughput, SLA adherence, and quality.
• Lead cross-functional launches, ensuring operational readiness and clear communication.
• Define vision, structure, and roadmap for scaling the support function.
• Design operating models, escalation frameworks, and performance metrics.
• Oversee learning, data, and knowledge management systems for SOPs and training materials.
• Lead a team of managers and supervisors, fostering a meritocratic culture.
• Establish regular communication rhythms and feedback practices across teams.
• Build data dashboards and present updates to senior leadership.

Skills

Operations leadership

Healthcare ops

Knowledge management

Data analysis

CRM systems

Leadership coaching

Hybrid team management

Stakeholder comms

Tools

Zendesk

Salesforce

Freshdesk

Confluence

Notion

Job description

Eucalyptus is seeking a Customer Service Director to build and lead our growing Philippines support operations. This leadership role shapes how patient-facing teams function, scale, and deliver high-quality care.

You will establish processes, implement knowledge management, and build a learning culture with a merit-based environment. You will report to the Patient Operations Lead and collaborate with medical, product, and experience teams to ensure operational alignment across channels and time