Patient Support Specialist (Immediate Start)
Eucalyptus•3h ago
AU - HQ - NSWHybridFull-timeEntry Level2+ yrs exp
Top focus
It SupportCustomer Support
- 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
- clinician-led care from prescribers, nurses, health coaches, pharmacists
- 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 the Role
- This isn't your ordinary customer support role. You will take real ownership of patient issues and deliver high-quality care across every channel. As a Patient Support Specialist, you're the frontline of the patient experience.
- We're scaling our Sydney team fast and need people who can start now, hit the ground running
- keep our patients moving — especially across live chat and calls
- speed matters most. We're looking for strong customer service profiles who love solving problems and delivering for the people on the other side of every interaction.
- In this role, you'll:
- Support patients across every channel (email, live chat, and inbound/outbound calls), delivering timely, accurate, empathetic help within SLA.
- Own the problem, not just the interaction. You'll take issues from first contact through to resolution, no handoff without a handover.
- Move fast on live channels, since a big part of this role is real-time support helping patients get answers in minutes, not hours.
- Coordinate across teams, working with our doctors, pharmacies, and delivery partners in Manila, Sydney, and remote to get patients the right outcome.
- Escalate smartly by resolving what's in scope, escalating what isn't, always with full context and a recommendation.
- Hit the standard, consistently meeting CSAT, tickets-solved, and handling-time targets without trading quality for speed.
- Spot patterns and surface recurring issues and ideas that make the whole operation better.
- About You
- You'll need to bring:
- 2+ years in customer service, telehealth/healthcare support, tech support, or a similar problem-solving role, comfortable across email, chat, and calls.
- Excellent written and verbal English, You'll need to communicate clearly and warmly, and be and able to flex your tone to the situation.
- Strong problem-skills and genuine ownership, always thinking a step ahead.
- Strong attention to detail
- Technological proficiency and quickness to adapt to customer support tools; Mac and Google Suite experience a plus.
- Genuine care for patients and their health journey.
- We're also looking for people who are ideally available immediately. Working Holiday visa holders with immediate, ongoing availability are welcome to apply.
- This is a fixed-term contract role (~3-month engagement), full-time hours 9–5 Monday–Friday, based in Sydney (hybrid), immediate start.
- 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:
- Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan
- collaborate with teams in the Philippines and South Africa
- and explore new markets or travel internationally. Recognised on Hatch's Hotlist as one of Australia's top employers, we support early-career professionals to become future global leaders.
- Shape your career - Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture.
- Work where well-being matters - Experience catered wellness talks, exercise classes, whoops to track your wellbeing, free barista coffees, funded social clubs, and quarterly rooftop parties.
- Innovate with purpose - Use state-of-the-art tools and contribute to bold, impactful solutions in healthcare.
- Support at every stage - Benefit from parental and miscarriage leave, to health, professional development, and personal days, Whoop membership, and our Employee Assistance Program.
- What's ahead in Australia?
- 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
- geographies as we build a truly preventive healthcare ecosystem.
- We're on the path to becoming the world's largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
- You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
- You will have high ownership, continuous feedback, and dedicated development support.
- You will collaborate with talented peers to solve complex clinical and operational problems at scale.
- At Eucalyptus, we value individuals from all backgrounds, experiences
- 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
- every application is reviewed by a member of our recruitment team.
Required skills
customer servicetelehealthhealthcare supportproblem-solvingMacGoogle Suite