Senior Patient Support Specialist, UK (Mid-Shift)
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 at least 4 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) as a patient/customer facing positions including phone, email and chat
- 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
- 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.
Skills
As published by greenhouse · 17 questions · 5 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV
Short answers (4)
- Do you have at least 4 years experience in patient/customer facing role (phone, e-mail and chat)?
- 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.
- How far do you live from our office (Salcedo Village, Makati)? Please answer as "Eastwood, Quezon City [~45 mins]")
- Who is your home internet connection provider, and what is your connection speed?
Pick from a list (7)
- Do you currently have the right to work in the Philippines?
- Are you happy to work night or rotating shifts?
- Are you amenable with a hybrid work arrangement (3 days/week in our Makati City office?
- This role may require you to use different forms of communication (i.e. e-mail, chat, and call), are you flexible with working with all communication tools?
- How did you hear about this role?
- 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 (5)
- What are your minimum salary expectations for this role? (please separate base, bonus, equity and superannuation as applicable)
- What is your earliest possible start date/notice period, and what is the likelihood you would be able to negotiate an earlier start date?
- Do you know anybody who works at Eucalyptus? If so, kindly state their name and your relationship with them.
- What interests you most about this role/working for Eucalyptus?
- How might you adapt your customer care style to suit a healthcare setting?
Attachments (1)
- Please submit evidence of your full professional fluency in English. (ex. TOEFL, IELTS, Pearson). If you do not have any certificates, you can take the Berlitz assessment for free online and upload the results - https://www.berlitz.com/online-placement-test/adults/en?en-gb