Patient Support Specialist Australia Support

Eucalyptus; Makati; On-site; PHP 446,000 - 759,000; Full time

Benefits offered by this job

Equity

Health insurance

Professional development budget

Paid leave

Transportation allowance

Job summary

Eucalyptus in Makati seeks a Customer Support Specialist to deliver outstanding care to patients via email, chat, and calls. You will handle inquiries, resolve issues, and collaborate with doctors, pharmacies, and delivery partners.

The role emphasizes problem-solving, clear communication, and initiative, with a focus on CSAT and service metrics. You’ll join a mission-driven team that values patient-centred care and continuous improvement.

Qualifications

• 2+ years of experience in Telehealth or healthcare support, customer service, tech support or similar roles.
• Good problem-solving skills and outcome-driven mindset.
• Strong written and spoken English with a range of tones for customer interactions.

Responsibilities

• Own patient issues and resolve swiftly with high-quality care.
• Collaborate with doctors, pharmacies, and delivery partners for optimal outcomes.
• Meet and exceed CSAT, tickets solved, and handling time targets.
• Identify opportunities to improve services and design solutions for better support operations.
• Monitor recurring issues and escalate patterns to prevent future problems.

Skills

Customer service

Problem solving

English proficiency

Attention to detail

Communication

Tools

Mac

Google Suite

Job description

Job Description:

About Eucalyptus

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

Euc is the company behind Juniper, one of the world's largest weight‑management programs combining GLP‑1 medication with personalised nutrition, movement support, and clinician‑led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story

• Supporting patients living with obesity across our 5 markets
• Received selective NICE endorsement to provide services to the NHS
• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

About The Role (What You'll Be Doing)

This isn’t your ordinary customer support role. You won't just be executing processes or answering tickets; you'll be at the forefront of resolving patient issues and delivering high-quality care.

As a Customer Support Specialist, you’ll be an essential part of our mission to provide outstanding support to our patients -- either e-mail, chat, and inbound or outbound calls.

Your Core Responsibilities

• Patient‑Centric Problem Solving: You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively. Your focus is on delivering the highest standard of care and support, making a real difference in the lives of our patients.
• Collaborative Partnerships: Work closely with our doctors, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for our patients, ensuring seamless communication and collaboration across teams.
• Exceeding Service Targets: Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT), tickets solved, Average Handling Time (AHT), and other service‑related goals.
• Process Improvement & Innovation: Identify opportunities to enhance our services through optimized processes and automation. You’ll not only spot inefficiencies but also take the initiative to design and implement solutions that improve our support operations.
• Trend Identification & Escalation: Monitor and elevate recurring issues or patterns in patient tickets to your colleagues and team leaders. Your attention to detail will be crucial in preventing future problems and enhancing our service quality.

About You (Who You Are)

• You have 2+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. virtual assistance, travel and hospitality, financial services, e‑commerce support, real estate, logistics)
• You love solving problems and driving outcomes for patients and customers
• You have strong attention to detail
• You have strong English written and verbal communication skills, and the ability to use a range of tones of voice to interact with customers
• You have strong computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a must)
• You are fantastic at anticipating next steps and taking proactive action
• You have an interest in healthcare and wellness, or experience in the healthcare space or allied services

Why you should join Euc

• Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday and work amongst people who care deeply about our patients. You’ll be given autonomy to tackle interesting problems and receive regular feedback from a supportive team
• We’ll have your back when you need us the most - You’ll be able to lean on a range of leave offerings to support you when needed from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well‑being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
• We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up. You can expect regular performance and pay reviews as your career grows.
• We are all owners - You’ll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role, you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling.
• We move at incredible speed - You’ll work with team mates who build in the open by sharing their work freely, this helps us learn and iterate quickly so we can deliver high. quality outcomes faster than our competitors. You’ll spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn’t have it any way.

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.

Requirements: