Hybrid Patient Support Team Lead — Growth & Operations

Eucalyptus; Manila; Hybrid; PHP 1,339,000 - 1,786,000; Full time

Benefits offered by this job

Health insurance

Annual development budget

Transportation allowance

13th month pay

Job summary

Eucalyptus, part of Hims & Hers, is seeking a Team Lead for our Manila support teams. You will guide a group of agents to deliver high-quality patient interactions, manage performance, and drive process improvements.

The role blends people leadership with operational excellence in a fast-growing healthcare setting. You will lead with empathy, maintain accountability, and partner with People and Service Delivery leads to ensure safety, pace, and patient-first outcomes.

Qualifications

• At least 4 years of full-time leadership experience in a startup, international, or tech company.
• Excellent command of English, written and spoken.
• Proficient with Google Suite, Slack, Notion; Zendesk experience is a plus.
• Willing to work full-time in hybrid APAC hours and be based in/near Metro Manila.

Responsibilities

• Lead daily stand-ups and set ticket handling strategies for the team.
• Monitor queues, balance workload, and manage backlog.
• Be the first point of contact for agents; provide coaching and support.
• Collaborate with other Team Leads to address blockers and share insights.
• Conduct weekly 1:1 performance reviews and provide structured feedback.
• Own data analysis and reporting for agent, team, and function levels.
• Prepare regular status reports with targets and SLA performance.
• Escape escalation situations and communicate effectively to stakeholders.

Skills

Leadership

Tech-savvy

Communication

People skills

Problem solving

Data-driven

Ethical leadership

Proactive

Learner mindset

Tools

Google Suite

Slack

Notion

Zendesk

Job description

Eucalyptus, part of Hims & Hers, is seeking a Team Lead for our Manila support teams. You will guide a group of agents to deliver high-quality patient interactions, manage performance, and drive process improvements.

The role blends people leadership with operational excellence in a fast-growing healthcare setting. You will lead with empathy, maintain accountability, and partner with People and Service Delivery leads to ensure safety, pace, and patient-first outcomes.