Patient Support Team Lead (UK Support), Manila

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 joined Hims & Hers to deliver care to patients in dozens of countries on a bigger scale.

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.

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.
• 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.
• Communicate escalation situations proactively and efficiently to relevant stakeholders.

Ad-Hoc & Operational Tasks

• Manage ad-hoc tasks as they arise including hiring support, PIP management, and specific issue follow-up.
• Approach unplanned work with flexibility and ownership.

Culture & Team Engagement

• Act as a Culture Champion , embodying Euc's values and cycle principles in every interaction and decision.
• Lead with empathy, care, and understanding while setting a high standard of professionalism across the team.
• 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 with energy and conviction.
• Build business cases and supporting reports to advocate for improvements.

About you (Who you are)

• Strong Leader: At least 4 years of full-time leadership experience in a startup, international, or tech company.
• Tech-Savvy: Proficient in Google Suite, Slack, Notion, and other productivity/project management tools.
• Strong Communicator: Excellent command of English, both spoken and written.
• 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: You don’t just put out fires , you look for root causes and systemic fixes.
• Ethical Leader: Known for integrity and discretion, with the courage to challenge gossip, exclusion, or toxic behaviours.
• 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.