Patient Support Team Lead (Australia Support), Manila

About the role

Eucalyptus, part of Hims & Hers, is a consumer healthcare platform supporting patients across many countries. It is looking for a Patient Support Team Lead for its Australia support team based in Manila. The Team Lead is the operational and human heart of the Manila support teams, guiding agents so they deliver patient interactions consistently, safely and at pace, while acting as a people manager, performance driver, cultural anchor and operational problem solver.

Key responsibilities

• Run daily stand-ups, monitor queues, assign tickets and balance workload, including backlog management and cross-team absorption
• Hold weekly 1:1s with each agent, prepare with the QA analyst, hold agents accountable to KPIs, run performance improvement plans and escalate serious issues to the Service Delivery Lead
• Own data analysis and reporting at agent, team and function level, including weekly, monthly and cycle reports, CSAT insights and individual agent performance reports
• Take part in recurring meetings such as Patient Ops Weekly Priorities and PX/MS Weekly Process Updates
• Act as escalation point for complex or sensitive patient situations, resolving within scope and escalating further when needed
• Handle ad-hoc tasks such as hiring support, PIP management and issue follow-up
• Drive process improvement, build business cases for changes and partner with the People team on social initiatives and team events

Required profile

• At least 4 years of full-time leadership experience in a startup, international or tech company, with proven improvements in CSAT, QA, retention or efficiency
• Excellent spoken and written English
• Experience in healthcare support or a customer-facing role is a plus
• Willingness to work full-time (40 hours/week) in a hybrid setup during APAC customer hours (6:00 AM - 6:00 PM Manila time)
• Located near or within Metro Manila, with a suitable work-from-home space and a stable home internet connection of at least 30 Mbps

Required skills

• Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack and Notion
• Zendesk experience is a huge plus

What we offer

• Sick, maternal/paternal, compassionate and vacation leave, personal health days, and a health insurance provider plus statutory benefits (SSS, PhilHealth, HDMF) and 13th month pay
• Transportation allowance to the Makati office
• Annual professional development budget, additional leave credits, mentors and buddies, and regular performance and pay reviews