Key Responsibilities & Operational Scope

In this position at Eucalyptus, your primary deliverables and day-to-day focus areas include:

• 1. Team Management & Daily Operations
• Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates — ensuring every agent starts the day informed and focused
• Monitor all queues, assign tickets to agents, and manage workload balance across the team — including backlog management and cross-team absorption where needed
• Act as the first point of support for all agents — approachable, responsive, and genuinely invested in helping the team succeed
• Collaborate actively with other Team Leads to discuss blockers, trends, and insights, and to support each other in delivering consistently strong team lead performance
• 2. Performance Management & Agent Development
• Conduct weekly 1:1 performance reviews with each agent, providing structured feedback, coaching, and a genuine listening ear
• Prepare for each 1:1 proactively, including discussion with the QA analyst to ensure feedback is grounded in both quantitative and qualitative insight
• Hold agents accountable to defined KPIs with fairness, clarity, and consistency
• Identify underperformance early, design and execute relevant performance improvement plans, and escalate material performance issues to the Service Delivery Lead with clear documentation and recommendations
• Foster an environment of psychological and emotional safety where agents feel confident to raise concerns, ask questions, and grow
• 3. Reporting & Data Analysis

Candidate Profile & Required Qualifications

To succeed in this role, Eucalyptus is seeking candidates who possess the following credentials, competencies, and mindset:

• Strong Leader: At least 4 years of full-time leadership experience in a startup, international, or tech company. You lead with empathy and kindness while holding your team accountable to high standards. You’ve successfully driven improvements in team performance (CSAT, QA, retention, or efficiency) and fostered a positive team culture. You coach, mentor, and empower team members to grow in their roles. Preferably experienced with online/remote/virtual work (not essential).
• Preferably experienced with online/remote/virtual work (not essential).
• Tech-Savvy: Proficient in Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity/project management tools. Quick to adapt to new systems and technologies. Having experience in Zendesk is a huge plus.
• Strong Communicator: Excellent command of English, both spoken and written. You listen attentively and communicate with stakeholders in a concise and effective manner. Experience in healthcare support or a customer-facing role is a plus.
• Experience in healthcare support or a customer-facing role is a plus.
• People Person: Motivates others toward common goals, works well with diverse personalities, and creates an inclusive, psychologically safe environment where people feel heard and valued.
• Exceptional Problem-Solver: Approaches complex challenges with creativity and critical thinking. Troubleshoots effectively, resolves technical/operational issues, and knows when to ask clarifying questions. You balance being hands-on in day-to-day operations with providing strategic input to leadership. You thrive in a mission-driven, fast-growing environment and believe in putting patients/customers first.
• Progressive Thinker: You don’t just put out fires — you look for root causes and systemic fixes. You use data, feedback loops, and cross-functional collaboration to improve processes at scale. You’re progressive in your approach, anticipating future challenges and opportunities instead of only reacting to the present.
• Ethical Leader: Known for integrity and discretion, with the courage to challenge gossip, exclusion, or toxic behaviours. You set a high ethical standard, fostering a culture of trust, accountability, and psychological safety.
• Proactive: A charismatic “can-do” attitude with minimal need for supervision. Takes ownership, goes the extra mile, and is motivated by impact and helping others.
• Learner’s Mindset: Embraces challenges as learning opportunities. Adapts quickly in fast-paced environments, strives for excellence, and continuously improves. You thrive in a mission-driven, fast-growing environment and view challenges as opportunities to learn. This role also offers growth opportunities into broader leadership areas such as operations, strategy, or project management.
• Preferably experienced with online/remote/virtual work (not essential).

Workplace Culture, Mentorship & Benefits

Eucalyptus fosters a high-autonomy, patient-first culture backed by the scale of Hims & Hers:

• Global Growth & Impact: Build solutions that deliver preventive, evidence-based healthcare to hundreds of thousands of patients worldwide.
• Mentorship & Leadership: Work alongside talented clinical and operational peers with dedicated development support.
• Modern Working Environment: Flexible arrangements designed to foster high ownership, autonomy, and work-life balance.

Remuneration & Transparency

Comprehensive compensation package commensurate with experience, plus statutory superannuation and performance incentives.