Patient Support Team Lead (Hybrid, Growth)

Careers at Eucalyptus; Manila; Sur place; PHP 700 000 - 1 000 000; Plein temps

Avantages offerts par ce poste

Leave benefits - sick, maternal/pater*

Health insurance

13th month pay

Transportation allowance

Professional development budget

Résumé du poste

Eucalyptus Manila is seeking a Team Lead to guide our support team in delivering high-quality patient interactions. You will lead with empathy, drive performance, and ensure operational excellence across daily queues, KPIs, and escalation management.

The role requires strong leadership, English communication, and familiarity with Zendesk; you’ll work in a hybrid Manila setup with opportunities for growth and development within a fast-moving healthcare platform.

Qualifications

• 4+ years leadership experience in startup, international, or tech.
• Proven ability to drive team performance and coaching.
• Excellent English communication with stakeholders.
• Experience with data-driven improvements and process changes.
• Hybrid/onsite work near Metro Manila; 40 hours/week.

Responsabilités

• Lead daily stand-ups; align ticket handling, priorities and blockers.
• Manage queues, assign tickets, balance workload across agents.
• Be primary support for agents; coaching and guidance.
• Collaborate with other Team Leads on blockers and trends.
• Conduct weekly 1:1 reviews; provide structured feedback.
• Coordinate with QA to ground feedback in data and insight.
• Track KPIs; ensure targets and SLAs are met.
• Own data analysis; produce weekly/monthly reports.
• Prepare for recurring meetings; escalate complex patient issues.
• Drive process improvements and culture initiatives.

Connaissances

Leadership

Team Management

Performance Coaching

Analytical Thinking

Communication

Formation

Bachelor's degree

Outils

Google Suite

Slack

Notion

Zendesk

Description du poste

Eucalyptus Manila is seeking a Team Lead to guide our support team in delivering high-quality patient interactions. You will lead with empathy, drive performance, and ensure operational excellence across daily queues, KPIs, and escalation management.

The role requires strong leadership, English communication, and familiarity with Zendesk; you’ll work in a hybrid Manila setup with opportunities for growth and development within a fast-moving healthcare platform.