Customer Support Specialist

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)** We’re looking for a passionate and caring **Customer support specialist (f/m/d)** to communicate with patients, doctors and manage consultation flows via our platform. We are seeking a bi-lingual German and English speaker and writer to help triage, manage and resolve patient support interactions. Since our German market is still in its infant shoes with exciting growth plans over the next year, you will play an important role in shaping the team, culture and patient offering. This role may involve working on Saturdays as part of a Tuesday–Saturday schedule. We're happy to discuss this during the hiring process. - Responsible for onboarding new patients, proactively resolving patient tickets and making outbound calls to ensure we consistently deliver products and services above patient expectations - Work closely with our pharmacy, nurses and prescribers to ensure patients are informed and receive their orders in a timely and convenient manner - Be the first to see or hear back on patient sentiment - share patient pain points, escalate issues, fix bugs and ensure the continual improvement of our products and services - Support building, implementing and ongoing maintenance of process documentation - Own our Facebook community including member approval and weekly posts - Be adaptive to the changing needs of Eucalyptus by taking on new responsibilities and ad-hoc tasks **About the team** - Patient experience and safety is at the heart of Eucalyptus and all of our brands. The patient experience team thrives on making every patient feel uniquely cared for and ensuring our prescribers, nurses and fellow Eucalypts can rely on us. - This is not a traditional support role. We offer unique opportunities to learn about different areas of the business and be involved in product launches, onboarding new patients, and building processes and tools to help us scale. ### **About you (Who you are)** - At least 1-2 years of experience working in customer support, hospitality, sales, or another customer facing role with a strong desire to learn more and progress your career in a fast-paced environment - Bilingual in German and English - speaking and writing (German fluent, English minimum B2) - Strong written and verbal communication skills, and has ability to adapt tone of voice to interact with customers - Naturally empathetic, reliable, caring, with strong problem-solving skills - Skilled with computers, or experience with CX software (prior experience with Google Suite and Zendesk is a plus) - Drawn to fast-paced working environments, with a strong bias to action and ability to take initiative - Fast learner and independent problem solver - Bonus points if you have worked at a start up before ### **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/)) across men’s health and well-being, fertility, and skincare. [Compound](https://www.compound.co/), focused on longevity and preventive health, complements this ecosystem and extends our mission to make good health last a lifetime. **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 Germany?** - **Be an owner** – Equity for everyone means you share in our success. - **Shape your career** – Access annual learning budgets and three days of professional development leave, peer shadowing, and global knowledge-sharing culture. - **Support at every stage** – Enjoy 28 days of annual leave, wellness allowance, and 3 weeks of work-from-anywhere per year. - **Work where well-being matters** – Enjoy hybrid work focused on impact, an energising office, and regular socials. **Compensation** - The salary range for this role is **€32,000 – €37,000 gross per year**, depending on experience and qualifications, plus additional benefits. *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.*