Director, Customer Service

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 clin...

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.
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.
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.
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.

7+ years of experience in operations, ideally within healthcare, health-tech, or a patient-facing environment (10+ preferred).
Proven experience building or scaling a support function, not just managing one.
Strong background in knowledge management, training, or learning and development.
Deep familiarity with CRM/ticketing systems (Zendesk, Salesforce, Freshdesk, etc.).
Experience mentoring leaders and instilling structured management practices.
Strong communication and reporting skills, with experience presenting to senior leadership.
Analytical mindset; comfortable working with data and metrics (SQL proficiency a plus).
Experience leading hybrid teams working across non-standard hours and a willingness to be onsite a minimum of 2 days/week.
You act like an owner — taking full accountability for outcomes and driving clarity in ambiguity.
You’re a builder — you create structure, systems, and consistency from the ground up.
You’re a coach — developing others gives you energy, and you know how to nurture new leaders.
You’re data-driven and curious, seeking evidence before conclusions.
You champion meritocracy, holding yourself and others to the highest performance bar.
You’re resilient and adaptable, thriving in fast-changing, high-growth environments.
You communicate clearly, thoughtfully, and with empathy.