Director – Customer Service

About the role (What you'll be doing)

We’re seeking an Customer Service Director to build and lead our growing support operations in the Philippines.

This is a critical leadership role that will shape how our patient-facing teams operate and scale.

The function is still relatively new, with developing systems and junior team leads. That means you’ll be joining at a formative stage — creating structure, implementing processes, and establishing a culture of excellence and accountability.

You’ll have the opportunity to define how the function runs day-to-day while setting its long-term vision: building a learning culture, implementing robust knowledge management, driving quality improvement, and fostering a meritocratic environment where impact is rewarded above tenure.

This is a role for someone who thrives on ownership — balancing strategic foresight with a willingness to be close to the ground.

You’ll report to our Patient Operations Lead and work closely with patient experience, medical, and product teams to ensure operational alignment.

Operational Leadership

• Optimize daily operations for Patient and Medical Support teams across phone, chat, and email channels.
• Build and formalize the operational backbone — workflows, queue management, escalations, and reporting cadence.
• Track, analyze, and improve key performance metrics such as throughput, SLA adherence, and quality.
• Serve as the first point of contact for cross-functional project launches, ensuring operational readiness and clear communication.

Function Building & Strategy

• Establish the vision, structure, and roadmap for the support function as it scales.
• Design operating models, escalation frameworks, and performance metrics that promote clarity and accountability.
• Lead change management initiatives as systems, tools, and processes evolve.
• Partner with senior leadership to forecast resources and set strategic priorities.

Learning, Quality & Knowledge Management

• Build a learning and development framework for all support roles, from onboarding to leadership upskilling.
• Oversee knowledge systems (e.g. Zendesk, Confluence, Notion) to ensure accurate and accessible SOPs and training materials.
• Implement and maintain quality assurance programs that measure and improve consistency in patient interactions.
• Drive a culture of continuous learning, documentation, and feedback.

People & Culture Leadership

• Lead and coach a team of managers and supervisors, developing them into confident, capable leaders.
• Shape and embed a performance-based, meritocratic culture.
• Establish communication rhythms and transparent feedback practices that strengthen team alignment.
• Motivate and engage teams operating across mid-shift and night-shift hours, ensuring sustainability and morale.

Data, Reporting & Insights

• Build visibility through data dashboards and regular reports that turn numbers into actionable insights.
• Prepare and present operational updates to senior leadership, highlighting performance trends and improvement plans.
• Ensure data integrity across CRM and ticketing systems.
• (Preferred) Use SQL or similar tools for independent analysis and process optimization.

Cross-Functional Collaboration

• Act as the operational liaison between support and cross-functional teams — including medical, product, and patient experience.
• Represent the function in project launches, ensuring all patient-facing materials and processes are ready for deployment.
• Collaborate with tech and product teams to optimize tools like Zendesk, ensuring they serve both patient and team needs.

What Great Looks Like in Your First 6 Months

• You’ve established clear operating systems and structures across both Patient and Medical Support.
• Team leads are growing in confidence and performance, with defined expectations and consistent feedback cycles.
• A transparent, meritocratic culture is taking root — recognition and advancement are clearly linked to outcomes.
• Learning and quality frameworks are in place, with measurable improvements in patient experience metrics.
• Cross-functional collaboration is seamless — launches and initiatives flow smoothly without bottlenecks.

About You (Who you are)

Skills & Experience

• 7+ years of experience in operations, ideally within healthcare, health-tech, or a patient-facing environment (10+ preferred).
• Proven experience building or scaling a support function, not just managing one.
• Strong background in knowledge management, training, or learning and development.
• Deep familiarity with CRM/ticketing systems (Zendesk, Salesforce, Freshdesk, etc.).
• Experience mentoring leaders and instilling structured management practices.
• Strong communication and reporting skills, with experience presenting to senior leadership.
• Analytical mindset; comfortable working with data and metrics (SQL proficiency a plus).
• Experience leading hybrid teams working across non-standard hours and a willingness to be onsite a minimum of 2 days/week.

Behaviours & Attitudes

• You act like an owner — taking full accountability for outcomes and driving clarity in ambiguity.
• You’re a builder — you create structure, systems, and consistency from the ground up.
• You’re a coach — developing others gives you energy, and you know how to nurture new leaders.
• You’re data-driven and curious, seeking evidence before conclusions.
• You champion meritocracy, holding yourself and others to the highest performance bar.
• You’re resilient and adaptable, thriving in fast-changing, high-growth environments.
• You communicate clearly, thoughtfully, and with empathy.

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.