Patient Support Team Lead

About The Role (What You'll Be Doing)

• You are a strong operator who keeps day-to-day ticket handling on track, ensuring SLAs for response, resolution, and satisfaction are always met.
• You are data-driven, using performance insights to spot trends, balance workloads, and push for continuous improvement.
• You are process-minded, always looking for ways to streamline operations and create a smoother, more accurate patient experience.
• You are a natural problem solver and the go-to escalation point, working across teams to resolve patient-impacting issues quickly.
• You are goal-oriented, setting clear KPIs and cycle targets that keep your team focused and motivated.
• You are a supportive leader who removes blockers so your team can perform at their best.
• You are accountable for driving key metrics within your scope and making sure the team delivers impact.

• You are a people leader, confident in hiring, onboarding, coaching, and managing performance with fairness and care.

• Minimum Qualifications: Strong Leader: You have at least one year of full-time leadership experience, in a startup, international or tech company (three years in BPO). You lead with empathy and kindness, but you hold your team accountable to performance standards and provide direct, clear feedback

• Preferably, you have experience with online/remote/virtual work, however not essential.
• Tech-savvy: You have a working knowledge of Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity and project management tools/apps. You are comfortable with various commonplace technologies and are able to adapt to new systems quickly.
• Strong communicator: You have excellent command of the English language, both spoken and written. You are an attentive listener and are able to interact with stakeholders in a concise and effective manner.
• People person: You are great at motivating others to achieve a common goal, you can work with a range of different personality types and bring out the best in those around you
• Exceptional problem-solver: You are not fazed by complex problems and are able to offer creative solutions. You think critically and troubleshoot effectively, whether it's resolving technical or operational issues. You know when to ask questions to clarify expectations.
• Trustworthy: You embody trust and dependability. You know how to treat sensitive information with confidentiality on a daily basis.
• Proactive: You have a charismatic 'can do' attitude. You require minimal supervision and take ownership in your work. You are motivated by impact and motivated by wanting to help others. You go the extra mile to make life easier for your assigned Leadership Team members.
• Learner's Mindset: You foster a strong desire to learn and develop. You can easily adapt in a fast paced environment and consider every new experience as an opportunity to learn. You strive for excellence and constantly improve your abilities.
• You are willing to work full-time (40 hours/week) in a hybrid set up during either APAC customer hours
• UK Business Hours: 1:00PM - 3:00AM Manila Time
• You are located near or within Metro Manila, Philippines
• You have a suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment)
• You have stable internet connection at home: 30 Mbps minimum

Society has changed but the healthcare system hasn't. The evidence is undeniable – long wait times, rising out-of-pocket costs, inefficient systems, out-of-date attitudes, issues of access, the list goes on. Clearly, the system is failing us, so we've decided to fix it. About Eucalyptus (or 'Euc') Eucalyptus is a collective of digital healthcare clinics (Juniper, Compound, Pilot, Kin & Software) solving the world's biggest healthcare challenges from obesity to fertility and longevity. In just 5 years, we've already… Launched 5 demographically tailored brands and facilitated over 1 million medical consultations worldwide. Built a team of approaching 500 Eucalypts in 6 countries () consisting of medical practitioners, engineers, operators and many more functions Raised over US$100M funding from the same investors who backed Canva, Uber, and AirBnB. Since launching, we've grown fast to support millions of patients. In 2024 alone… In the UK we grew from 5,000 to ~30,000 patients , received selective NICE endorsement for our holistic approach to obesity management, and grew our team from 45 to 165. Globally, grew revenue by >120% YoY, while reducing cash burned by 90% YoY and grew our valuation to >$500M USD, with over $100M USD raised from global investors such as BOND, NewView, Blackbird and Airtree - early backers of companies like Canva, Stripe and AirBnb. … and we're just getting started Read more about our mission to change healthcare here. Working @ Euc Life is short, so we'll be frank - fixing healthcare is hard. Like, really hard. That's why we work smart, AND hard. If you're brave enough to…. open yourself to lots (and we mean LOTS) of feedback, sprint - not walk, towards your professional and personal growth, deeply care about our patients, and those you work with, … here's what we can promise in return… You'll be supported to accelerate your career - Regular feedback (sometimes daily ) alongside our annual performance reviews, a professional development budget, and the mentorship and buddies to ensure you have the support you need to level up. We're committed to helping every Eucalypt reach their full potential. You'll work with others who are incredibly passionate about what they do - Our talent bar is high and our work ethic is strong. You'll get to stretch yourself everyday, be given the opportunity to tackle interesting problems to tackle interesting problems, and work amongst people who care deeply about our patients. You'll make impact faster than you ever could have imagined - We build in the open together, which helps us learn and iterate more quickly so we can deliver high quality outcomes faster than anyone else. We also offer a range of benefits including a MacBook for Work, an awesome space in Makati to work with your peers, generous vacation and sick leave policies, health insurance, transportation allowance and 13th month pay in addition to all the regular statutory benefits (SSS, PhilHealth, and HDMF). Want to hear more about what it's like to work at Eucalyptus? Hear from our team here. What's next? Since reaching over 60,000 patients globally through our weight management program, our goal in 2025 is to extend access to our core treatment program to over 100,000 patients, whilst launching into new conditions, demographics and geographies as we move towards our vision of creating a preventative healthcare ecosystem. We're going to build the world's largest international digital healthcare company. This will be really hard to do, but very rewarding and possibly, the adventure of a lifetime with some of the best operators you will ever work with. If that gets you excited, let's talk. Why you should join Euc
• 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'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 from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
• We will invest in your career - You'll get access to an annual professional development budget and additional leave credits, 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 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 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.