Customer Support Specialist (Phone, Email, & Chat), Australia
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, 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, Kin, Software, Compound) 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.
Skills
As published by greenhouse · 21 questions · 8 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (6)
- Preferred First Name optional
- LinkedIn Profile
- How far do you live from our office (One Ayala, Makati)? Please answer as "Eastwood, Quezon City [~45 mins]")
- This role requires voice support experience. How many years of experience do you have in voice/call support?
- Who is your home internet connection provider, and what is your connection speed? (100 mbps ideal)
- If yes, please let us know the period during which you were employed at Eucalyptus (type N/A if not applicable).
Pick from a list (7)
- Do you currently have the right to work in the Philippines?
- Our key measurements of success include Quality, Productivity (e.g. number of calls/emails handled per day), Customer Satisfaction (CSAT) OR Net Promoter Score (NPS). Do you have previous experience with these KPIs as measurements of success in your previous or current roles?
- Are you amenable with a hybrid work arrangement? We are currently 3x a week onsite, at One Ayala (Makati).
- Have you worked with the Google Suite system in your current / previous roles?
- Have you previously worked at Eucalyptus?
- I consent to Eucalyptus contacting me in future to inform me of potential new roles or events that I might be interested in. I also acknowledge that I can unsubscribe at any time from these emails by emailing talent@eucalyptus.vc
- I confirm that I have read and understood the Candidate Privacy Notice, which explains how Eucalyptus processes personal data for recruitment purposes.
Written answers (8)
- What interests you most about this role/working for Eucalyptus?
- Please outline your KPIs from your last two companies. Include the metric name and your target or benchmark for each. ( For example: Company 1: AHT: 8 minutes; Productivity: 60 emails/chats per day; CSAT: 90%; NPS: 85 Company 2: AHT: 7 minutes; Productivity: 60 emails/chats per day; CSAT: 90%; NPS: 85)
- What is your current (or most recent) monthly salary package at your employer? Please quote in PHP, and separate base salary, non-taxable allowances, and any other benefits or bonuses separately.
- What are your minimum salary expectations for this role? (please quote in PHP total monthly salary)
- What is your earliest possible start date/notice period, and what is the likelihood you would be able to negotiate an earlier start date?
- This role requires either (INBOUND) email or chat experience. How many years of experience do you have in INBOUND email? In chat?
- Do you know anybody who works at Eucalyptus? If so, kindly state their name and your relationship with them.
- Do you know anybody who works at Eucalyptus? If so, kindly state their name and your relationship with them.