# Director, Customer Service at Eucalyptus

Eucalyptus is hiring a Director, Customer Service in Manila, Philippines. Level rates it Little AI ●○○○; you can [apply on Eucalyptus](https://jobsbylevel.com/go/3223b500-4b8e-433a-9db0-fda19ad0348d?utm_medium=ai-agent).

AI Level 1, AI centrality 37 out of 100. Manila, Manila, Philippines.

## Details

- Company: [Eucalyptus](https://jobsbylevel.com/companies/eucalyptus)
- AI level: AI Level 1 (score 37 out of 100)
- Location: Manila, Manila, Philippines
- Posted: December 17, 2025
- Apply: https://jobsbylevel.com/go/3223b500-4b8e-433a-9db0-fda19ad0348d?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=director-customer-service-at-eucalyptus-ad7c2f

## 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'll 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. We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries. We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally. We hope that's you. About the role (What you'll be doing) We’re seeking an Customer Service Director to build and lead our growing support operations in the Philippines. This is a critical leadership role that will shape how our patient-facing teams operate and scale. The function is still relatively new , with developing systems and junior team leads. That means you’ll be joining at a formative stage — creating structure, implementing processes, and establishing a culture of excellence and accountability. You’ll have the opportunity to define how the function runs day-to-day while setting its long-term vision: building a learning culture , implementing robust knowledge management , driving quality improvement , and fostering a meritocratic environment where impact is rewarded above tenure. This is a role for someone who thrives on ownership — balancing strategic foresight with a willingness to be close to the ground. You’ll report to our Patient Operations Lead and work closely with patient experience, medical, and product teams to ensure operational alignment. Operational Leadership Optimize daily operations for Patient and Medical Support teams across phone, chat, and email channels. Build and formalize the operational backbone — workflows, queue management, escalations, and reporting cadence. Track, analyze, and improve key performance metrics such as throughput, SLA adherence, and quality. Serve as the first point of contact for cross-functional project launches, ensuring operational readiness and clear communication. Function Building & Strategy Establish the vision, structure, and roadmap for the support function as it scales. Design operating models, escalation frameworks, and performance metrics that promote clarity and accountability. Lead change management initiatives as systems, tools, and processes evolve. Partner with senior leadership to forecast resources and set strategic priorities. Learning, Quality & Knowledge Management Build a learning and development framework for all support roles, from onboarding to leadership upskilling. Oversee knowledge systems (e.g. Zendesk, Confluence, Notion) to ensure accurate and accessible SOPs and training materials. Implement and maintain quality assurance programs that measure and improve consistency in patient interactions. Drive a culture of continuous learning, documentation, and feedback. People & Culture Leadership Lead and coach a team of managers and supervisors, developing them into confident, capable leaders. Shape and embed a performance-based, meritocratic culture. Establish communication rhythms and transparent feedback practices that strengthen team alignment. Motivate and engage teams operating across mid-shift and night-shift hours , ensuring sustainability and morale. Data, Reporting & Insights Build visibility through data dashboards and regular reports that turn numbers into actionable insights. Prepare and present operational updates to senior

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/director-customer-service-at-eucalyptus-ad7c2f

Source: https://jobsbylevel.com/jobs/director-customer-service-at-eucalyptus-ad7c2f

## Cite this page

Level. https://jobsbylevel.com/jobs/director-customer-service-at-eucalyptus-ad7c2f.

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