Customer Support Specialist (Phone, Email, & Chat), Australia

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)** This isn’t your ordinary customer support role. You won't just be executing processes or answering tickets; you'll be at the forefront of resolving patient issues and delivering high-quality care. As a Customer Support Specialist, you’ll be an essential part of our mission to provide outstanding support to our patients, through multiple channels -- either e-mail, chat, and inbound or outbound calls. **Your core responsibilities:** - **Patient-Centric Problem Solving:** You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively. Your focus is on delivering the highest standard of care and support with the highest empathy, making a real difference in the lives of our patients. - **Collaborative Partnerships:** Work closely with our doctors, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for our patients, ensuring seamless communication and collaboration across teams. - **Exceeding Service Targets:** Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT), tickets solved, Average Handling Time (AHT), and other service-related goals. - **Process Improvement & Innovation:** Identify opportunities to enhance our services through optimized processes and automation. You’ll not only spot inefficiencies but also take the initiative to design and implement solutions that improve our support operations. - **Trend Identification & Escalation:** Monitor and escalate recurring issues or patterns in patient tickets to your colleagues and team leaders. Your attention to detail will be crucial in preventing future problems and enhancing our service quality. ### **About you (Who you are):** - You have 2+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. virtual assistance, travel and hospitality, financial services, e-commerce support, real estate, logistics) - You love solving problems and driving outcomes for patients and customers - You have strong attention to detail - You have strong English written and verbal communication skills, and the ability to use a range of tones of voice to interact with customers - You have strong computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a must) - You are fantastic at anticipating next steps and taking proactive action - You have an interest in healthcare and wellness, or experience in the healthcare space or allied services ### **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 arrangement, 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.*