Senior Patient Support Specialist, UK (Mid-Shift)

Job 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)

This isn’t your ordinary customer support role. You won't just be executing processes or answering tickets; you'll be at the forefront of resolving patient issues and delivering high-quality care.

As a Customer Support Specialist, you’ll be an essential part of our mission to provide outstanding support to our patients -- either e-mail, chat, and inbound or outbound calls.

Your core responsibilities:

Patient Ticket Handling

- Handle email, chat and phone tickets with accuracy, empathy and sound judgment.

- Own complex and sensitive cases that require senior support, within the role’s authority.

- Model clear, professional and patient-first communication.

CSAT Recovery

- Review low customer satisfaction (CSAT) ratings and negative reviews daily.

- Proactively contact patients by call or message within 24 hours of receiving the review.

- Take ownership of the concern, work towards a resolution and help rebuild trust to support retention.

- Document recovery efforts and flag unresolved cases to your team lead.

Escalation Management

- Handle escalated calls, emails and chats within your assigned support area.

- Own complex cases through resolution and help Patient Support Specialists de-escalate concerns.

- Follow the appropriate escalation pathways, referring medical questions and clinical concerns to qualified clinicians.

- Refer cases outside your authority with clear context and recommendations.

Team Support, Feedback & Subject Matter Expertise

- Be a go-to resource for workflows, process guidance and best practices.

- Give structured feedback on ticket handling, tone, accuracy and process adherence.

- Share learnings, contribute to the knowledge base and use weekly quality assurance findings to guide peer support.

- Proactively flag performance concerns or signs that colleagues need additional support to your team lead.

Side-by-Side Sessions

- Conduct regular side-by-side coaching sessions, prioritising onsite days and colleagues who need additional support.

- Observe live ticket handling, provide feedback and identify development opportunities.

- Document actions for the relevant team lead and contribute insights to quality and training discussions.

Process Improvement

- Identify recurring issues, investigate root causes and propose practical improvements.

- Contribute to workflow reviews, response template maintenance and process development with the quality, training and knowledge teams.

- Share frontline insights with the process team and help communicate changes back to colleagues.

Culture & Engagement

- Model professionalism, positivity and patient-first care.

- Support team leads with recognition and team initiatives.

- Remain approachable and supportive, especially during busy periods.

About you (Who you are):

- You have at least 4 years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. virtual assistance, travel and hospitality, financial services, e-commerce support, real estate, logistics) as a patient/customer facing positions including phone, email and chat

- You love solving problems and driving outcomes for patients and customers

- You have strong attention to detail

- You have strong English written and verbal communication skills, and the ability to use a range of tones of voice to interact with customers

- You have strong computer skills, or experience with customer service software

- You are fantastic at anticipating next steps and taking proactive action

- You have an interest in healthcare and wellness, or experience in the healthcare space or allied services

Why you should join Euc

- Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday and work amongst people who care deeply about our patients. You’ll be given autonomy to tackle interesting problems and receive regular feedback from a supportive team

- 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, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.

- 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. You can expect regular performance and pay reviews as your career grows.

- We are all owners - You’ll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role, you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling.

- We move at incredible speed - You’ll work with team mates who build in the open by sharing their work freely, this helps us learn and iterate quickly so we can deliver high. quality outcomes faster than our competitors. You’ll spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn’t have it any other way.

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.