Patient Support Team Lead - PH (UK Support)

Requirements

• Strong Leader: You have at least 2 years of full-time leadership experience in a startup, international, or tech company (or at least 4 years in a BPO environment). You lead with empathy and kindness, but you hold your team accountable to performance standards and provide direct, clear feedback.
• Preferably, you have experience with online/remote/virtual work , however not essential.
• Tech-savvy: You have a working knowledge of Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity and project management tools/apps. You are comfortable with various commonplace technologies and are able to adapt to new systems quickly.
• Strong communicator: You have excellent command of the English language, both spoken and written. You are an attentive listener and are able to interact with stakeholders in a concise and effective manner.
• People person: You are great at motivating others to achieve a common goal, you can work with a range of different personality types and bring out the best in those around you
• Exceptional problem-solver: You are not fazed by complex problems and are able to offer creative solutions. You think critically and troubleshoot effectively, whether it's resolving technical or operational issue

Benefits

Additional Information

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: 130% YoY revenue growth and a 90% reduction in cash burn - culminating in our $1.15bn acquisition by Hims & Hers in 2026, giving us the platform to take long-term care global Supported over 350k 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 (What You'll Be Doing) You are a strong operator who keeps day-to-day ticket handling on track, ensuring SLAs for response, resolution, and satisfaction are always met. You are data-driven, using performance insights to spot trends, balance workloads, and push for continuous improvement. You are process-minded, always looking for ways to streamline operations and create a smoother, more accurate patient experience. You are a natural problem solver and the go-to escalation point, working across teams to resolve patient-impacting issues quickly. You are goal-oriented, setting clear KPIs and cycle targets that keep your team focused and motivated. You are a supportive leader who removes blockers so your team can perform at their best. You are accountable for driving key metrics within your scope and making sure the team delivers impact. You are a people leader, confident in hiring, onboarding, coaching, and managing performance with fairness and care. Driving Sales Performance You own the team's consultation-to-patient conversion rate. You review conversion data daily, spot where the pipeline is leaking, and know exactly which agents need support and why. You run structured, regular coaching sessions with agents - listening to calls, reviewing chat transcripts, and giving direct feedback that changes behaviour on the next conversation, not the next quarter. You model what good looks like. When a patient conversation is stalling, you can jump in, demonstrate the technique, and debrief the agent on what shifted - because you've done this work yourself. You train your team to handle objections with empathy - helping patients work through hesitation, cost concerns, or uncertainty - while keeping the conversation moving toward a clear outcome. About you (Who Are We Looking For)

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