Escalation Lead

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…

About Eucalyptus

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.

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.

About you (Who Are We Looking For)

Skills & Experience

• 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

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.