Patient Support Team Lead (UK Support), Manila

The role

The Team Lead manages Manila support teams to ensure agents deliver consistent and safe patient interactions. You will handle people management, performance driving, and operational problem solving.

What you will do

• Run daily stand-ups to align the team on ticket handling and priorities
• Monitor queues, assign tickets, and manage workload balance
• Act as the first point of support for agents
• Conduct weekly 1:1 performance reviews with coaching and feedback
• Hold agents accountable to defined KPIs
• Identify underperformance and execute performance improvement plans
• Perform data analysis and reporting at agent, team, and function level
• Act as the escalation point for complex or sensitive patient situations
• Drive process improvement initiatives and build business cases
• Organize social initiatives and team events

Required qualifications

• At least 4 years of full-time leadership experience in a startup, international, or tech company
• Proficient in Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, and Notion
• Excellent command of English, both spoken and written
• Willing to work full-time (40 hours/week) in a hybrid setup
• Able to work on a rotating 24/7 schedule
• Located near or within Metro Manila, Philippines
• Have a suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment)
• Stable internet connection at home: 30 Mbps minimum

Nice to have

• Experienced with online/remote/virtual work
• Experience in Zendesk is a huge plus
• Experience in healthcare support or a customer-facing role is a plus

Benefits

• Sick leave
• Maternal/paternal leave
• Compassionate leave
• Vacation leave
• Personal health days leave
• Budget to encourage well-being
• Health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide
• Health insurance coverage of up to two dependents
• Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF)
• 13th month pay
• Transportation allowance for reporting to Makati office
• Annual professional development budget

About the company

Eucalyptus is a consumer healthcare platform supporting patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. They joined Hims & Hers to deliver care on a global scale.