Director, Customer Service

About the role

Eucalyptus, a consumer healthcare platform, is looking for a Customer Service Director to build and lead its growing support operations in the Philippines. This is a critical leadership role shaping how patient-facing teams operate and scale, joining a relatively new function with developing systems and junior team leads. You will report to the Patient Operations Lead and work closely with patient experience, medical and product teams.

Key responsibilities

• Optimize daily operations for Patient and Medical Support teams across phone, chat and email channels, and build workflows, queue management, escalations and reporting cadence.
• Track and improve key metrics such as throughput, SLA adherence and quality, and act as first point of contact for cross-functional project launches.
• Define the vision, structure and roadmap of the support function, design operating models and escalation frameworks, and lead change management.
• Build a learning and development framework, oversee knowledge systems (e.g. Zendesk, Confluence, Notion) and maintain quality assurance programs.
• Lead and coach managers and supervisors, foster a meritocratic, performance-based culture, and engage teams across mid-shift and night-shift hours.
• Build data dashboards and reports, prepare operational updates for senior leadership, and ensure data integrity across CRM and ticketing systems.
• Act as operational liaison with medical, product and patient experience teams, and collaborate with tech teams to optimize tools like Zendesk.

Required profile

• 7+ years in operations, ideally in healthcare, health-tech or a patient-facing environment (10+ preferred).
• Proven experience building or scaling a support function, not just managing one.
• Background in knowledge management, training or learning and development.
• Experience mentoring leaders and leading hybrid teams across non-standard hours, with at least 2 days per week onsite.

Required skills

• Strong familiarity with CRM and ticketing systems (Zendesk, Salesforce, Freshdesk).
• Communication and reporting skills, with presentation experience to senior leadership.
• Analytical mindset with data and metrics; SQL is a plus.

What we offer

• Mentorship from leaders across Australia, the UK, Germany and Japan, with learning budgets, conferences, certifications and peer shadowing.
• Wellness budgets, social clubs and hybrid work arrangement.
• Health coverage (up to 2 dependents), vacation, sick and parental leave, 13th-month pay, statutory benefits and transport allowance.