Patient Support Specialist, Australia Support
Eucalyptus
Salary undisclosed
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Description
We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.
We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.
You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.
We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.
We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.
We hope that's you.
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 -- 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, 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 you should join Euc
- Our 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 team
- We’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 are all owners - You’ll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role, you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling.
- 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 way.
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.
Benefits
- health insurance
- stock options
- professional development
About this role
Eucalyptus, now part of Hims & Hers, is seeking a Patient Support Specialist to support patients in Australia across email, chat, and phone channels. This role goes beyond standard customer service—you'll own patient issues from start to finish, working directly with doctors, pharmacies, and delivery partners to resolve problems and coordinate care for people using Juniper, a weight-management program combining GLP-1 medication with personalized nutrition and clinical support. You'll be measured on customer satisfaction, ticket resolution speed, and service targets, while also identifying process improvements and flagging recurring issues to prevent future problems.
The ideal candidate has at least two years in telehealth, healthcare support, customer service, tech support, or similar problem-solving roles. You'll need strong written and verbal English communication, solid computer skills (Mac and Google Suite experience required), and the ability to anticipate what patients need next and act proactively. An interest in healthcare and wellness is valued, though not essential if you have relevant support experience elsewhere.
Eucalyptus offers competitive benefits including health insurance with dependent coverage, statutory benefits, transportation allowance, and generous leave from day one. You'll have an annual professional development budget, regular performance reviews, equity in the company, and mentorship to grow your career. The role is based in-office in Makati, Manila, and suits someone who thrives solving problems collaboratively, wants autonomy over their work, and is comfortable learning and iterating quickly in a fast-moving environment.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Patient Support Specialist, Australia Support postings in Manila Manila, and analyze any offer before you accept it.
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