Customer Service Manager

Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we're gonna need all the help we can get…

Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world's biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health.

Founded in Australia in 2019, we have now helped over 500K patients globally by combining technology, design and operational excellence to help patients access the best clinical support when they need it - wherever they are.

Our 5 clinics (Juniper, Pilot, Kin, Software, & Compound) focus heavily on personalising the experience for different demographics and are powered by a growing team across 5 countries (Australia, UK, Germany, Japan, and the Philippines).

We've raised over AUD$160M in funding from Aussie and Silicon Valley investors who were early backers of Uber, Canva and AirBnb. With plans to launch into several more markets, offline channels, and tackle new conditions.

We're looking to continue building our team of executional weapons who are passionate about healthcare, aren't afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

This is a big role with direct patient impact. You will be responsible for building the systems, team culture, and capabilities that make Eucalyptus a leader in technology-enabled patient support.

We are looking for an experienced customer service leader who can drive operational efficiency while maintaining high standards across core pillars (quality, reliability and patient satisfaction), lead or Philippine team and leverage automation/AI to deliver safe, fast, and valuable patient outcomes at scale.

Patients are at the core of what we do at EUC. You will be the champion cultivating the link between our patients and the business, challenging the status quo to uncover new ways that we can deliver more value to our patients across each interaction.

• Lead and scale patient support operations: manage and develop a large Manila-based team ensuring we can handle rapid ticket growth without compromising on quality or speed.
• Drive operational excellence: enforce clear performance standards and cultivate a patients-first culture amongst support teams.
• Transition to AI-first support: take ownership of our patient support automation strategy, partnering with product, clinical and engineering to design, implement, and iterate on AI-driven tools.
• Build scalable systems and processes: design and implement workflows, playbooks, and training that enable consistent, high-quality support across all clinics.
• Leverage data and insights: use analytics to forecast demand, track performance, identify root causes, and drive proactive improvements in the patient journey.
• Champion the patient voice: ensure patient needs and pain points inform support design, automation, and broader business decisions.

• Experienced operator - proven background in customer support, service operations, or patient experience at scale (healthcare, digital health, or other regulated industries a plus).
• Automation & AI — hands-on experience with implementing support automation and/or AI tools in the past 12–18 months.
• Strong people leader — skilled at managing large offshore/distributed teams; you set a high bar, lead by example, and build resilient, motivated teams.
• Clear communicator — your can craft compelling comms to all levels of an organisation;
• Data led - you are data-driven, with a track record of improving service performance through insights and experimentation.
• Persistent — you find solutions where others see roadblocks and keep momentum through change.
• Reflective — you are a magnet for feedback; you know how to ask for help when you need it.

• 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 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 other way
• We will invest in your career - You'll get access to an annual professional development budget, 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're championing the next generation of talent – Euc has been recognised in Hatch's Hotlist as a Australia's top employer, as rated by Gen Z's.
• 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 play as hard as we work - You'll experience our frequently catered wellness themed talks, exercise classes, whoops to track your wellbeing, free barista coffees, funded social clubs and quarterly rooftop parties…we know how to let our hair down
• 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, this includes: personal health and professional development leave, a generous parental leave that offers 20 weeks paid leave for a primary carer, additional miscarriage leave (see more on Kin Fertility's #WeNeedMoreLeave campaign), as well as our Employee Assistance Programme

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.