Customer Support Specialist (Phone, Email & Chat)

About the role

Eucalyptus, a digital healthcare platform supporting millions of patients across several countries, is looking for a Customer Support Specialist based in Manila. The role covers email, chat and inbound or outbound calls, and goes beyond ticket handling: you will resolve patient issues and deliver high-quality, empathetic care.

Key responsibilities

• Take ownership of patient issues and resolve them quickly and effectively, with empathy and a high standard of care.
• Work closely with doctors, pharmacies and delivery partners to coordinate the best outcomes for patients.
• Meet and exceed service targets such as CSAT, tickets solved, average handling time and other goals.
• Identify opportunities to improve services through optimised processes and automation, and propose and implement solutions.
• Monitor and escalate recurring issues or patterns in patient tickets to colleagues and team leaders.

Required profile

• 2+ years of experience in telehealth or healthcare support, customer service, tech support or similar problem-solving roles.
• Strong attention to detail and strong written and spoken English, able to use different tones of voice with customers.
• Interest in healthcare and wellness, or experience in healthcare or allied services.

Required skills

• Strong computer skills or experience with customer service software.
• Prior experience with Mac and Google Suite is a must.

What we offer

• Mentorship from leaders in Australia, the UK, Germany and Japan, with teams in the Philippines and South Africa.
• 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.