Customer Support Manager, UK

Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we’re gonna need all the help we can get…!

About Eucalyptus

Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world’s biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health.

Founded in Australia in 2019, we have now helped over 500K patients globally by combining technology, design and operational excellence to help patients access the best clinical support when they need it - wherever they are.

Our 5 clinics (Juniper, Pilot, Kin, Software, & Compound) focus heavily on personalising the experience for different demographics and are powered by a growing team across 5 countries (Australia, UK, Germany, Japan, and the Philippines).

We’ve raised over AUD$160M in funding from Aussie and Silicon Valley investors who were early backers of Uber, Canva and AirBnb. With plans to launch into several more markets, offline channels, and tackle new conditions.

We’re looking to continue building our team of executional weapons who are passionate about healthcare, aren’t afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

About the team

Our CX (Customer Experience) team is at the heart of Eucalyptus and our brands. The 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, with 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.

At Eucalyptus, being flexible around our patients’ schedule is essential, as such our team operates between 9am-6:30pm, 7 days a week. While flexibility for weekend work and rostering between our operating hours will be required, we work with you to find the right balance.

About the role (What you’ll be doing)

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
Lead the offshore team in our Manila support office
Be adaptive to the changing needs of Eucalyptus by taking on new responsibilities and ad-hoc tasks

About you (Who you are)

At least ~3 years of experience working in customer support, hospitality or sales, with a proven track record for identifying opportunities to improving customer interactions
Strong written and verbal communication skills, and has ability to adapt tones 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

So, why join Eucalyptus?

We are on a growth journey, in the UK alone - we have gone from 0 to 5,000+ patients in just 6 months!
Work with best-in-class doctors, specialists, pharmacists, and medical professionals from all over the world, and our 5 clinics speak to different people at different stages of their life and needs
Strong culture of work-life balance, supported by flexible working hours and hybrid working possibilities
We are proud to have built a patient-centric platform that provides end-to-end healthcare at scale.
Learn from some world-class marketers, engineers, creatives, operations specialists, and medical professionals - joining a diverse team from Atlassian, Canva, Google, McKinsey, Bain, Optiver, Koala, Manual and many many more.
Offer a competitive remuneration package plus government contributions
Fun office parties and team dinners so you can bond with your team regularly
Eucalyptus and clinic merch designed by our very own in-house creative team
Want to see more? Check us out on Instagram @euc.alypt.us

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.