Community Support Associate

Job description

### About Eucalyptus We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care. Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness. Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times. ### Our Growth Story: - Supporting patients living with obesity across our 5 markets - Received selective NICE endorsement to provide services to the NHS - Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada. ### **About the role (What you'll be doing)** As a Community Support Associate, you'll play a key role in maintaining a safe, supportive, and high-trust environment for our customers across the Hims and Hers Weight Loss Private Facebook groups. Working closely with the Community and CX teams, you'll own day-to-day moderation activity across our coverage window — keeping conversations healthy, engaging members, and helping the community run smoothly. **Your core responsibilities:** This is a fast-paced, operational role that requires sound judgment, attention to detail, and empathy. You'll help keep our communities safe, supportive, and running smoothly by: - Reviewing and approving member join requests, verifying eligibility before granting access - Reviewing and approving member posts before they go live, ensuring they meet community guidelines - Monitoring posts, comments, and moderation alerts throughout your shift, actively engaging with members and keeping conversations healthy - Responding to routine questions, directing members to the right resources, and escalating CX issues (billing, shipping, prescriptions, etc.) when needed - Removing spam, misinformation, harassment, and other policy violations while de-escalating conflict with empathy - Identifying potential safety, medical, or reputational risks and escalating according to established protocols - Maintaining accurate member records, including join requests, customer verification, and moderation actions - Completing shift handoffs, documenting escalations, and sharing recurring trends and insights with the Community team ### **About you (Who you are):** - You're a natural team player who enjoys building relationships with members - 2+ years of experience in customer care, community moderation, or a related field (support, social media, etc.) - Strong written communication skills, with the ability to adapt your tone across different situations - Comfortable navigating sensitive health and weight-loss conversations with empathy, without giving medical advice - Organized and detail-oriented — comfortable maintaining accurate records and following documented protocols - An interest in health and wellness; healthcare industry experience is a plus - Available to commit to one of our two fixed shifts, with your specific shift confirmed during hiring: - Day coverage: (Sunday–Thursday, ~8am–4pm CT/ 9pm–5am PHT); or - Evening coverage: (Tuesday–Saturday, ~4pm–12am CT / 5am-1pm PHT) ### **Why join Eucalyptus?** Euc is also behind a growing family of digital healthcare clinics ([Pilot,](https://pilot.com.au/) [Kin](http://www.kinfertility.com.au/), [Software](http://skin.software/), [Compound](https://www.compound.co/)) across men’s health and well-being, fertility, skincare, and preventative health. **Here’s what makes joining Euc unique:** - **What’s next** - Our goal for the next three years is to support **1 million patients globally** to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem. - **Build something world-changing** - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding. - **Make real impact** - You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets. - **Accelerate your growth** - You will have high ownership, continuous feedback, and dedicated development support. - **Join a motivated team** - You will collaborate with talented peers to solve complex clinical and operational problems at scale. ### **What’s ahead in the Philippines?** - **Grow with us globally -** Get mentorship from leaders across Australia, the UK, Germany, and Japan while collaborating with top-tier teams in the Philippines and South Africa. - **Shape your career** - \*\*\*\*Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture. - **Work where wellbeing matters** - Enjoy wellness budgets, social clubs, hybrid work arrangements, and initiatives that help you stay balanced and connected. - **Innovate with purpose** - Use state-of-the-art tools and contribute to bold, impactful solutions in healthcare. - **Support at every stage** - Benefit from comprehensive health coverage (including up to 2 dependents), vacation, sick, and parental leaves, 13th-month pay, statutory benefits, and transport allowance. *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. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.*