Patient Support Specialist, Australia Support

Eucalyptus; Manila; On-site; PHP 334,800 - 502,200; Full time

Benefits offered by this job

Health insurance

Professional development budget

Transportation allowance

Equity options

Job summary

A health-focused company in Manila is seeking a Customer Support Specialist to deliver high-quality support to patients. You will resolve patient issues, collaborate with healthcare providers, and exceed service targets. Ideal candidates should have at least 2 years of experience in healthcare support, strong problem-solving skills, and a keen attention to detail. This role offers a supportive team environment, professional development opportunities, and various leave benefits to promote well-being.

Qualifications

• 2+ years of experience in Telehealth or healthcare support.
• Strong attention to detail.
• Experience with customer service software is a must.

Responsibilities

• Take ownership of patient issues to ensure swift resolution.
• Work closely with doctors, pharmacies, and delivery partners.
• Meet and exceed customer service performance metrics.
• Identify opportunities to enhance services through process innovation.
• Monitor and elevate recurring patient issues.

Skills

Problem-solving

Attention to detail

English communication skills

Customer service software experience

Interest in healthcare

Tools

Google Suite

Mac

Job description

Manila, Manila, Philippines

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.

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:

• 130% YoY revenue growth and 90% reduction in cash burn, with $100M+ raised from investors including BOND, NewView, Blackbird and Airtree.
• Scaled to over 100,000 monthly active patients across our weight‑management program.
• Grew the UK patient base from 4,000 to ~40,000 and received selective NICE endorsement to provide services to the NHS.
• Tailored our offering to over 5,000 patients in Germany and Japan

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 centres 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 teammates 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.