Contact Center Team Lead (Australia 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.

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.

Key Responsibilities

1. Team Management & Daily Operations

• Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates , ensuring every agent starts the day informed and focused
• Monitor all queues, assign tickets to agents, and manage workload balance across the team , including backlog management and cross-team absorption where needed
• Act as the first point of support for all agents , approachable, responsive, and genuinely invested in helping the team succeed

1. 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 to ensure feedback is grounded in both quantitative and qualitative insight
• Hold agents accountable to defined KPIs with fairness, clarity, and consistency

1. 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, providing both quantitative figures and qualitative context

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 (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity/project management tools.
• Strong Communicator: Excellent command of English, both spoken and written.

Why you should join Euc

• Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong.
• We’ll have your back when you need us the most - You’ll be able to lean on a range of leave offerings to support you when needed from Day 1.
• We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up.