Director, Customer Service

About this role

About Eucalyptus

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story:

• Supporting patients living with obesity across our 5 markets

• Received selective NICE endorsement to provide services to the NHS

• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

About Eucalyptus

We’re on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We’re here to build better long-term care.

Euc is the company behind Juniper, one of the world’s largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story:

• 130% YoY revenue growth and 90% reduction in cash burn, with $100M+ raised from investors including BOND, NewView, Blackbird and Airtree.

• Scaled to over 100,000 monthly active patients across our weight-management program.

• Grew the UK patient base from 4,000 to ~40,000 and received selective NICE endorsement to provide services to the NHS.

• Tailored our offering to over 5,000 patients in Germany and Japan

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…