Patient Support Team Lead - Hybrid Manila

black.ai; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

Transportation allowance

Professional development budget

13th month pay

Job summary

Eucalyptus is seeking a Team Lead to guide Manila-based support teams, ensuring empathetic, high-quality patient interactions and strong performance. You will run daily stand-ups, manage queues, coach agents, and own data reporting while collaborating with cross-functional partners to improve CSAT and efficiency.

Ideal candidates will have 4+ years in leadership, be tech-savvy with Zendesk and Google Workspace, and thrive in a fast-paced, patient-centric environment.

Qualifications

• Must have at least 4 years of full-time leadership experience in a startup, international, or tech company.
• Proven ability to coach, mentor, and empower teams to improve CSAT, QA, retention or efficiency.

Responsibilities

• Lead daily stand-ups, assign tickets, and balance workloads across the team.
• Conduct weekly 1:1 reviews with agents, providing coaching and feedback.
• Own data analysis and weekly/monthly/ cycle reporting with actionable insights.
• Attend and contribute to recurring meetings with stakeholders; escalate complex issues as needed.
• Handle escalations promptly with cross-functional coordination.
• Drive culture and process improvements, partnering with People team.
• Manage ad-hoc tasks like hiring support and performance improvement plans.
• Foster a psychologically safe environment and focus on patient-first outcomes.

Skills

Team leadership

People management

Operations management

Data analysis

English fluency

Communication

Empathy

Tools

Zendesk

Google Workspace

Slack

Notion

Job description

Eucalyptus is seeking a Team Lead to guide Manila-based support teams, ensuring empathetic, high-quality patient interactions and strong performance. You will run daily stand-ups, manage queues, coach agents, and own data reporting while collaborating with cross-functional partners to improve CSAT and efficiency.

Ideal candidates will have 4+ years in leadership, be tech-savvy with Zendesk and Google Workspace, and thrive in a fast-paced, patient-centric environment.