Escalation Specialist, Manila

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system hasn't. The evidence is undeniable – long wait times, rising out-of-pocket costs, inefficient systems, out-of-date attitudes, issues of access, the list goes on.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')Eucalyptusis 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 healthcarehere.Working @ EucLife 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 meanLOTS) 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, anawesome space in Makatito 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 teamhere.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.About The Role (What You'll Be Doing)Support our clinics' patients through a range of conditions, via email and phoneProactively call patients to investigate and resolve complex and escalated cases, applying de-escalation techniques and ensuring clear follow-upManage complaints and escalate complex cases promptly, ensuring clear documentation and timely follow-upIdentify and analyse root causes of recurring issues in patient interactions, and contribute to processes improvement to reduce escalationsTrack complaint metrics (e.g., time-to-resolution, patient satisfaction)Support our markets in rotating shiftsCollaborate remotely and liaising with our doctors, pharmacies and delivery partnersAbout You (Who You Are)You're a natural team playerComfortable leading phone calls for complex cases, with strong de-escalation and active-listening skills to turn challenging interactions into positive outcomes.You love supporting customers through tricky situations and have a proven track record in complaint resolution, de-escalation techniques, and service recovery.You are fantastic at anticipating other people's needs.You have 3+ years of experience in customer care or equivalent (e.g. hospitality, email support, call centre, retail etc.).You have an interest in healthcare and wellness, and/or experience in the healthcare space or allied services.You have excellent written and verbal communication skills are a must, and the ability to use a range of tones of voice to interact with customersYou have familiarity with computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a plus)You are willing to work a late mid-shift schedule between 2 PM -1 AM or 6 PM - 3 AM Manila time, with no fixed weekend offExperience in a healthcare company is a plus.Experience in quality assurance and process assurance is a plus.Experience handling English phone lines is a plus.Why you should join EucOur 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 teamWe'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 wayAt 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.