Director, Customer Service
Eucalyptus · Manila
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)
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.
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.