Key Responsibilities & Operational Scope

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

• 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.

Candidate Profile & Required Qualifications

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

• 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.

Workplace Culture, Mentorship & Benefits

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

• 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.
• 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.

Remuneration & Transparency

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