Operations Support Specialist

About EucWe're making good health last a lifetimeMore than 1 billion people globally live with obesity — a major leading indicator of many preventable chronic diseases such as diabetes and heart disease.Eucalyptus(or 'Euc' for short) is the company behind Juniper,one of the world's largest weight management programs combining GLP-1 medication with a tailored nutrition and exercise programme, supported by our multidisciplinary care team. It is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men's health and well-being, fertility, skincare, and preventative health. These clinics create one ecosystem designed to make good health last a lifetime. Our published clinical research on Juniper demonstrates that patients in our program are 4x as likely to lose significant weight through their course of treatment. For our other clinics, we apply the same evidence-based philosophy of combining medical science, personalised care, and behavioural insights to improve patient outcomes**.**Since launching, we've grown fast to support millions of patients. In the last 12 months…Globally, grew revenue by >130% YoY, while reducing cash burned by 90% YoY, with over $100M USD raised from global investors such as BOND, NewView, Blackbird and Airtree (early backers of companies like Canva, Stripe and AirBnb)Grew to over 100,000 monthly active patients globally across our weight management programGrew from 4,000 to ~40,000 patients in the UK, and received selective NICE endorsement to provide service to the NHSTailored our offering to over 5,000 patients in Germany and Japan, with a goal to extend our patient base to over 30,000 patients across both markets in 2025What's next?Our goal for the next 3 years is to be supporting 1 million patients globally - to live better for longer - by 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)We're looking for anOperations Support Specialistto help strengthen the work of our multidisciplinary Medical Operations team at Eucalyptus. You'll support the team that provides ongoing treatment advice to patientsand make sure ourEUC healthcare professionals have the tools, resources, and operational backing they need to deliver exceptional care.This is a fantastic opportunity for someone who's passionate about healthcare, has strong communication and ownership, and is motivated by supporting teams who directly impact patient outcomes.Daily Interaction with Practitioners:Timely Assistance: Respond promptly to practitioners' and pharmacy partner inquiries, addressing their questions, concerns, and requests.Proactive Check-Ins: Initiate regular check-ins with practitioners to ensure they have the resources they need and to gather feedback on their experiences.Feedback Collection: Act as a conduit for practitioners to share insights, feedback, and suggestions with the appropriate teams within the company.Troubleshooting: Act as the first point of contact for practitioners experiencing operational issues, diagnosing and resolving problems, or escalating when necessary.Monitoring of consults:Routine check-in of our consult queues and actioning the necessary steps based on our guidelinesIssue Resolution:Prompt Issue Resolution: Troubleshoot and resolve practitioner issues efficiently, striving to minimise any disruptions to their telehealth services.Escalation Protocol: Follow established escalation procedures for complex issues, ensuring that they are addressed effectively.Practitioner Onboarding and Technology Support:Efficient Onboarding: Coordinate the seamless onboarding process for new practitioners, ensuring they have access to all necessary tools and technology.Training and Support: Provide training and support to practitioners on the use of our telehealth platform and other essential technology tools.Troubleshooting: Act as the first point of contact for practitioners experiencing technical issues, diagnosing and resolving problems, or escalating when necessary.Share patient and practitioner insights with the clinical services team and wider businessShare feedback from patients and practitioners regarding their experiences with the service to improve the overall patient experience, service quality and system improvementEnd-to-end ownership of a dedicated areaYou'll take full responsibility for a specific function — whether that's managing payments, overseeing timesheets from start to finish, or supporting the onboarding processAbout You (Who You Are)3+ years of in-house experience: Ideally in Customer Service or Support, preferably in SaaS, healthcare, or telehealth environments.Tech-savvy: Comfortable navigating digital tools and systems, with hands-on experience using Zendesk, Google Sheets, Notion, and basic automation tools (e.g., Zapier, Slack workflows). Bonus if you've explored other workflow automations.Detail-oriented: Able to manage complex operational tasks, follow structured processes, and maintain high accuracy.Clear and confident communicator: You can explain processes and issues concisely and professionally to colleagues and healthcare professionals.Problem-solver with basic troubleshooting skills: Able to identify and resolve common technical or operational issues efficiently.Adaptable: You thrive in a fast-moving telehealth environment and adjust quickly to evolving processes and priorities.Performance MetricsThis role will be measured against key indicators to ensure high-quality operational support and excellent patient and practitioner experience:AHT: Time taken to resolve each interaction.QA: Maintaining quality and safety standards in every interaction.CSAT: Patient satisfaction with each interaction.SLAs for Practitioner Responses97% of patients contacted within their selected time window (daily average).Onboarding Performance:Complete end-to-end onboarding within 5 business days (unless practitioner sided issue).Achieve Day 1 consult performance at ~90% of cohort average.Additional Note:Our digital clinics operate 16 hours a day, 7 days a week (AEDT), so flexibility for weekend work and rostering will be required.Why You Should Join EucWe raise the bar - Join a strategic, growth-minded squad that takes ownership, moves with intent, and empowers our global teams. You'll be surrounded by people who value curiosity, accountability, and the drive to keep improving.We will invest in your career - Get access to learning budgets and mentorship from leaders across Australia, the UK, Germany, and Japan, and collaborate with top-tier teams locally and from South Africa. You'll also gain global experience with opportunities to move across teams and explore new markets to help you level up in your career.We'll have your back - From day one, enjoy comprehensive health coverage (including up to two dependents), generous vacation, sick, and parental leave, 13th-month pay, and statutory benefits (SSS, PhilHealth, HDMF). You'll also get a wellness budget, transport allowance, and the best tools to help you do your best work. Beyond the benefits, you'll join a community that values connection through social clubs, wellness activities, and global collaboration.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.