# Patient Support Team Lead (Australia Support), Manila **Company**: Eucalyptus **Location**: Manila, Manila **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Healthcare **Industry**: Healthcare **Apply**: https://job-boards.greenhouse.io/eucalyptus/jobs/4720211005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_42c5cb8b-409 ## Description 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 will 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. ### About the role (What you’ll be doing) The Team Lead is the operational and human heart of the Manila support teams. This role exists to ensure that every agent under their care has the guidance, structure, and support needed to deliver outstanding patient interactions , consistently, safely, and at pace. The Team Lead is equally a people manager, a performance driver, a cultural anchor, and an operational problem solver. ### Key Responsibilities #### Team Management & Daily Operations - Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates. - Monitor all queues, assign tickets to agents, and manage workload balance across the team. - Act as the first point of support for all agents. - Collaborate actively with other Team Leads to discuss blockers, trends, and insights. #### 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. - 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. - Foster an environment of psychological and emotional safety. #### Reporting & Data Analysis - Own, lead, and perform data analysis and reporting at agent, team, and function level. - Track and report on all key metrics as defined with the Service Delivery Lead. - Prepare weekly, monthly, and cycle reports. - Proactively extract and share insights from CSAT data. #### Recurrent Meetings & Stakeholder Engagement - Attend, prepare for, and actively contribute to all recurring meetings. - Come to every meeting with a point of view , prepared, engaged, and ready to contribute meaningfully. #### Escalation Management - Act as the escalation point for complex or sensitive patient situations. - Assess escalations quickly and accurately, resolving independently where within scope and escalating further when required. #### Ad-Hoc & Operational Tasks - Manage ad-hoc tasks as they arise. - Approach unplanned work with flexibility and ownership. #### Culture & Team Engagement - Act as a Culture Champion , embodying Euc's values and cycle principles. - Lead with empathy, care, and understanding while setting a high standard of professionalism. - Ensure agents respect and adopt new ways of working. - Partner with the People team and Senior Associates to organize social initiatives and team events. #### Innovation & Process Improvement - Own and drive process improvement initiatives within the team. - Act as a change champion , embracing new ways of working and advocating for them. - Build business cases and supporting reports to advocate for improvements. - Continuously look for innovation opportunities. ### About you (Who you are) - Strong Leader: At least 4 years of full-time leadership experience. - Tech-Savvy: Proficient in Google Suite, Slack, Notion, and other productivity/project management tools. - Strong Communicator: Excellent command of English. - Experience in healthcare support or a customer-facing role is a plus. - People Person: Motivates others toward common goals, works well with diverse personalities. - Exceptional Problem-Solver: Approaches complex challenges with creativity and critical thinking. - Progressive Thinker: Uses data, feedback loops, and cross-functional collaboration to improve processes. - Ethical Leader: Known for integrity and discretion. - Proactive: A charismatic “can-do” attitude with minimal need for supervision. - Learner’s Mindset: Embraces challenges as learning opportunities. ### Why you should join Euc - Our teams are incredibly passionate. - We’ll have your back when you need us the most. - We will invest in your career. - We move at incredible speed. ## Skills ### Required - Leadership - Team Management - Performance Management - Data Analysis - Communication - Problem-Solving - Process Improvement ### Nice to have - Google Suite - Slack - Notion - Zendesk --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/eucalyptus/jobs/4720211005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)