Customer Support Director — Scale & Excellence

Eucalyptus; Manila; Hybrid; PHP 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Comprehensive health coverage

Learning budget & mentorship

Flexible, merit-based culture

Wellness budget & transport allowance

13th-month pay and statutory benefits

Job summary

Eucalyptus is seeking a Customer Service Director to build and lead our Philippines-based support operations. You will shape how patient-facing teams operate, establish processes, and create a culture of excellence and accountability.

The role requires owning day-to-day operations while setting a long-term vision for learning, knowledge management, and quality improvements across channels and shifts.

Qualifications

• 7+ years of experience in operations, healthcare, or patient-facing environments.
• Proven track record building or scaling a support function.
• Strong knowledge management, training, or learning and development.
• Deep familiarity with CRM/ticketing systems such as Zendesk, Salesforce, Freshdesk.

Responsibilities

• Optimize daily operations for patient and medical support across channels.
• Build and formalize the operational backbone—workflows, queue management, escalations, reporting cadence.
• Track, analyze, and improve throughput, SLA adherence, and quality metrics.
• Lead cross-functional project launches with clear communication and readiness.

Skills

Operations leadership

Build/scale support

Knowledge management

Training & development

CRM/ticketing systems

Mentoring leaders

Data-driven

Meritocracy

Hybrid team leadership

Tools

Zendesk

Salesforce

Freshdesk

Job description

Eucalyptus is seeking a Customer Service Director to build and lead our Philippines-based support operations. You will shape how patient-facing teams operate, establish processes, and create a culture of excellence and accountability.

The role requires owning day-to-day operations while setting a long-term vision for learning, knowledge management, and quality improvements across channels and shifts.