Patient Operations Specialist, Japan (Series C HealthTech)

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:

• 130% YoY revenue growth and a 90% reduction in cash burn - culminating in our $1.15bn acquisition by Hims & Hers in 2026, giving us the platform to take long-term care global

• Supported over 350k 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 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 an Operations Specialist, you’ll be an essential part of our mission to provide outstanding support to our patients.

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, nurses, 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 3+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. travel and hospitality, financial services, e-commerce support, real estate, logistics)

• You have strong Japanese & English written and verbal communication skills, and can adapt your tone of voice to suit different patient needs

• You're passionate about solving problems and committed to creating positive outcomes for patients

• You’re comfortable with technology, with strong computer skills and experience using customer service tools such as Zendesk, Zoom Phone, or LINE.

• You’re proactive and reliable, with a talent for anticipating next steps and following through effectively.

• You have exceptional attention to detail and a commitment to delivering high-quality work.

• You’re genuinely interested in healthcare and wellness, and may have experience in the healthcare sector or related fields.

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…