About EucalyptusEucalyptus is an Australian-founded digital healthcare company on a mission to solve the world's biggest healthcare challenges.
Founded in 2019, we have 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.
We operate five clinics (Juniper, Pilot, Kin, Software, & Compound) and are powered by a growing team across five countries (Australia, UK, Germany, Japan, and the Philippines).
We have raised over AUD$160M in funding from Aussie and Silicon Valley investors and plan to expand into several more markets and channels.About the role (What you'll be doing)This is a big role with direct patient impact.
You will be responsible for building the systems, team culture, and capabilities that make Eucalyptus a leader in technology-enabled patient support.We are looking for an experienced customer service leader who can drive operational efficiency while maintaining high standards across core pillars (quality, reliability and patient satisfaction), lead our Philippine team and leverage automation/AI to deliver safe, fast, and valuable patient outcomes at scale.Patients are at the core of what we do at EUC.
You will be the champion cultivating the link between our patients and the business, challenging the status quo to uncover new ways that we can deliver more value to our patients across each interaction.Lead and scale patient support operations: manage and develop a large Manila-based team ensuring we can handle rapid ticket growth without compromising on quality or speed.Drive operational excellence: enforce clear performance standards and cultivate a patients-first culture amongst support teams.Transition to AI-first support: take ownership of our patient support automation strategy, partnering with product, clinical and engineering to design, implement, and iterate on AI-driven tools.Build scalable systems and processes: design and implement workflows, playbooks, and training that enable consistent, high-quality support across all clinics.Leverage data and insights: use analytics to forecast demand, track performance, identify root causes, and drive proactive improvements in the patient journey.Champion the patient voice: ensure patient needs and pain points inform support design, automation, and broader business decisions.About you (Who you are)Experienced operator - proven background in customer support, service operations, or patient experience at scale (healthcare, digital health, or other regulated industries a plus).
Automation & AI — hands-on experience with implementing support automation and/or AI tools in the past 12–18 months.Robust people leader — skilled at managing large offshore/distributed teams; you set a high bar, lead by example, and build resilient, motivated teams.Clear communicator — you can craft compelling comms to all levels of an organisation;Data led - you are data-driven, with a track record of improving service performance through insights and experimentation.Persistent — you find solutions where others see roadblocks and keep momentum through change.Reflective — you are a magnet for feedback; you know how to ask for help when you need it.Why you should join EucOur teams are incredibly passionate - Our talent bar is high and our work ethic is strong.
You'll be given autonomy to tackle interesting problems and receive regular feedback from a supportive team.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.We will invest in your career - You'll get access to an annual professional development budget, mentors and buddies to ensure that you have the support you need to level up.
Regular performance and pay reviews as your career grows.
Euc has been recognised in Hatch's Hotlist as a Australia's top employer, as rated by Gen Z's.We are all owners - You'll be given equity to ensure that you benefit from your contribution in helping Euc grow.
Your ideas will be valued regardless of your role, and you will have ownership over the projects you work on.We play as hard as we work - Wellness talks, exercise classes, wellbeing tracking, free barista coffees, funded social clubs and quarterly rooftop parties.We'll have your back - Leave offerings to support you, including personal health and professional development leave, parental leave, miscarriage leave, and our Employee Assistance Programme.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.
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📌 Customer Service Manager
🏢 Eucalyptus
📍 New South Wales