Director, Customer Service

The role

You will build and lead growing support operations in the Philippines. You will create structure, implement processes, and establish a culture of excellence for patient and medical support teams.

What you will do

• Optimize daily operations for Patient and Medical Support teams across phone, chat, and email channels.
• Build and formalize the operational backbone including workflows, queue management, escalations, and reporting cadence.
• Track, analyze, and improve key performance metrics such as throughput, SLA adherence, and quality.
• Establish the vision, structure, and roadmap for the support function as it scales.
• Design operating models, escalation frameworks, and performance metrics.
• Lead change management initiatives as systems, tools, and processes evolve.
• Build a learning and development framework for all support roles.
• Oversee knowledge systems to ensure accurate and accessible SOPs and training materials.
• Implement and maintain quality assurance programs.
• Lead and coach a team of managers and supervisors.

Required qualifications

• 7+ years of experience in operations
• Proven experience building or scaling a support function
• 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
• Analytical mindset
• Experience leading hybrid teams working across non-standard hours
• Willingness to be onsite a minimum of 2 days/week

Nice to have

• 10+ years of experience in operations, ideally within healthcare, health-tech, or a patient-facing environment
• SQL proficiency

Benefits

• Learning budgets
• Conferences
• Certifications
• Peer shadowing
• Wellness budgets
• Social clubs
• Hybrid work arrangement
• Comprehensive health coverage including up to 2 dependents
• Vacation, sick, and parental leaves
• 13th-month pay
• Statutory benefits
• Transport allowance

About the company

Eucalyptus is a consumer healthcare platform supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. It is part of Hims & Hers.