Contact Center Team Lead (Australia Support), Manila

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 (What you’ll be doing)

The Team Lead is the operational and human heart of the Manila support teams. This role exists to ensure that every agent under their care has the guidance, structure, and support needed to deliver outstanding patient interactions — consistently, safely, and at pace. The Team Lead is equally a people manager, a performance driver, a cultural anchor, and an operational problem solver. They are the first person their team turns to when things get complex, and the person leadership turns to when they need visibility on what is happening on the ground. This role requires someone who leads with empathy and holds with accountability — in equal measure.

Key Responsibilities

1. Team Management & Daily Operations

• Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates — ensuring every agent starts the day informed and focused
• Monitor all queues, assign tickets to agents, and manage workload balance across the team — including backlog management and cross-team absorption where needed
• Act as the first point of support for all agents — approachable, responsive, and genuinely invested in helping the team succeed
• Collaborate actively with other Team Leads to discuss blockers, trends, and insights, and to support each other in delivering consistently strong team lead performance

2. Performance Management & Agent Development

• Conduct weekly 1:1 performance reviews with each agent, providing structured feedback, coaching, and a genuine listening ear
• Prepare for each 1:1 proactively, including discussion with the QA analyst to ensure feedback is grounded in both quantitative and qualitative insight
• Hold agents accountable to defined KPIs with fairness, clarity, and consistency
• Identify underperformance early, design and execute relevant performance improvement plans, and escalate material performance issues to the Service Delivery Lead with clear documentation and recommendations
• Foster an environment of psychological and emotional safety where agents feel confident to raise concerns, ask questions, and grow

3. Reporting & Data Analysis

• Own, lead, and perform data analysis and reporting at agent, team, and function level
• Track and report on all key metrics as defined with the Service Delivery Lead, providing both quantitative figures and qualitative context
• Prepare weekly, monthly, and cycle reports — each including a clear status against targets and SLAs, and a concrete action plan to address any shortfalls
• Proactively extract and share insights from CSAT data, identifying patterns and root causes rather than just reporting numbers
• Provide each agent with a weekly individual performance report covering both quantitative results and qualitative feedback including CSAT reasons
• Identify and report cross-functional trends and insights to relevant stakeholders

4. Recurrent Meetings & Stakeholder Engagement

• Attend, prepare for, and actively contribute to all recurring meetings including Patient Ops Weekly Priorities, PX/MS Weekly Process Updates, and 1:1s with the Service Delivery Lead
• Come to every meeting with a point of view — prepared, engaged, and ready to contribute meaningfully

5. Escalation Management

• Act as the escalation point for complex or sensitive patient situations before they are handed off to the escalation team or Senior Associate
• Assess escalations quickly and accurately, resolving independently where within scope and escalating further when required
• Communicate escalation situations proactively and efficiently to relevant stakeholders, supported by clear and concise data

6. Ad-Hoc & Operational Tasks

• Manage ad-hoc tasks as they arise including hiring support, PIP management, and specific issue follow-up
• Approach unplanned work with flexibility and ownership — ad-hoc does not mean unstructured, and every task is handled with the same rigor as planned work

7. Culture & Team Engagement

• Act as a Culture Champion — embodying Euc's values and cycle principles in every interaction and decision
• Lead with empathy, care, and understanding while setting a high standard of professionalism across the team
• Ensure agents respect and adopt new ways of working, supporting transitions with clarity and positivity
• Partner with the People team and Senior Associates to organize social initiatives and team events that foster togetherness and a patient-first mentality
• Be a positive energy setter — the kind of leader whose presence raises the standard and the mood of the room

8. Innovation & Process Improvement

• Own and drive process improvement initiatives within the team, working closely with Senior Associates to identify gaps and frame practical solutions
• Act as a change champion — embracing new ways of working and advocating for them with energy and conviction
• Build business cases and supporting reports to advocate for improvements and bring them to the attention of the Service Delivery Lead
• Continuously look for innovation opportunities that make the team faster, better, and more patient-focused

About you (Who you are)

• Strong Leader : At least 4 years of full-time leadership experience in a startup, international, or tech company. You lead with empathy and kindness while holding your team accountable to high standards. You’ve successfully driven improvements in team performance (CSAT, QA, retention, or efficiency) and f