Patient Support Specialist (Immediate Start)

About Eucalyptus We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care. Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness. Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times. Our Growth Story: Supporting patients living with obesity across our 5 markets Received selective NICE endorsement to provide services to the NHS Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada. About the Role This isn't your ordinary customer support role. You will take real ownership of patient issues and deliver high-quality care across every channel. As a Patient Support Specialist, you're the frontline of the patient experience. We're scaling our Sydney team fast and need people who can start now, hit the ground running, and keep our patients moving — especially across live chat and calls, where speed matters most. We're looking for strong customer service profiles who love solving problems and delivering for the people on the other side of every interaction. In this role, you'll: Support patients across every channel (email, live chat, and inbound/outbound calls), delivering timely, accurate, empathetic help within SLA. Own the problem, not just the interaction. You'll take issues from first contact through to resolution, no handoff without a handover. Move fast on live channels, since a big part of this role is real-time support helping patients get answers in minutes, not hours. Coordinate across teams, working with our doctors, pharmacies, and delivery partners in Manila, Sydney, and remote to get patients the right outcome. Escalate smartly by resolving what's in scope, escalating what isn't, always with full context and a recommendation. Hit the standard, consistently meeting CSAT, tickets-solved, and handling-time targets without trading quality for speed. Spot patterns and surface recurring issues and ideas that make the whole operation better. About You You'll need to bring: 2+ years in customer service, telehealth/healthcare support, tech support, or a similar problem-solving role, comfortable across email, chat, and calls. Excellent written and verbal English, You'll need to communicate clearly and warmly, and be and able to flex your tone to the situation. Strong problem-skills and genuine ownership, always thinking a step ahead. Strong attention to detail Technological proficiency and quickness to adapt to customer support tools; Mac and Google Suite experience a plus. Genuine care for patients and their health journey. We're also looking for people who are ideally available immediately. Working Holiday visa holders with immediate, ongoing availability are welcome to apply. This is a fixed-term contract role (~3-month engagement), full-time hours 9–5 Monday–Friday, based in Sydney (hybrid), immediate start. Why join Eucalyptus? Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men's health and well-being, fertility, skincare, and preventative health. Here's what makes joining Euc unique: Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan; collaborate with teams in the Philippines and South Africa; and explore new markets or travel internationally. Recognised on Hatch's Hotlist as one of Australia's top employers, we support early-career professionals to become future global leaders. Shape your career - Access learning budgets,…