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About the Role
We are seeking a bi-lingual German and English speaking Customer Support Specialist to communicate with patients and doctors, manage consultation flows, and triage, manage, and resolve patient support interactions. This role will play an important part in shaping the team, culture, and patient offering for our growing German market.
Responsibilities
- Onboarding new patients, proactively resolving patient tickets, and making outbound calls to ensure products and services consistently exceed patient expectations.
- Collaborating with pharmacy, nurses, and prescribers to ensure patients are informed and receive orders in a timely and convenient manner.
- Monitoring patient sentiment, sharing patient pain points, escalating issues, fixing bugs, and contributing to the continuous improvement of products and services.
- Supporting the building, implementation, and ongoing maintenance of process documentation.
- Managing our Facebook community, including member approval and weekly posts.
- Adapting to the changing needs of Eucalyptus by taking on new responsibilities and ad-hoc tasks.
Requirements
- At least 1-2 years of experience in customer support, hospitality, sales, or another customer-facing role.
- Bilingual in German and English (fluent German, minimum B2 English), both spoken and written.
- Strong written and verbal communication skills with the ability to adapt tone of voice.
- Naturally empathetic, reliable, caring, with strong problem-solving skills.
- Skilled with computers, or experience with CX software.
- Drawn to fast-paced working environments with a strong bias to action and ability to take initiative.
- Fast learner and independent problem solver.
- Prior experience with Google Suite and Zendesk is a plus.
- Previous experience working at a startup is a bonus.
Skills
- Customer Support
- Hospitality
- Sales
- Customer Facing Communication
- Problem-Solving
- Computer Skills
- CX Software
- Google Suite
- Zendesk
- Facebook Community Management
Location
- Germany
Work Type
- Hybrid
- Full-time
Experience Level
- 1-2 years
Salary/Compensations
- €30,000 – €35,000 gross per year
Benefits
- Equity for everyone
- Annual learning budgets
- Three days of professional development leave
- Peer shadowing
- Global knowledge-sharing culture
- 28 days of annual leave
- Wellness allowance
- 3 weeks of work-from-anywhere per year
- Hybrid work focused on impact
- Energising office
- Regular socials
About the Company
- Eucalyptus is on a mission to make good health last a lifetime, focusing on long-term care for individuals living with obesity.
- Eucalyptus is now part of Hims & Hers, a global leader in personalized health and wellness.
- Eucalyptus is the company behind Juniper, a leading weight-management program combining GLP-1 medication with personalized nutrition, movement support, and clinician-led care.
- Eucalyptus has experienced significant growth, including a 130% YoY revenue increase and a $1.15bn acquisition by Hims & Hers.
- Eucalyptus has supported over 350k patients and expanded into 5 markets, including selective NICE endorsement for NHS services.
- Eucalyptus offers a portfolio of digital healthcare clinics in men's health, fertility, and skincare, with a focus on longevity and preventive health.
Equal Opportunity
- Eucalyptus values individuals from all backgrounds, experiences, and perspectives, embracing the unique qualities each person brings.
- Reasonable adjustments can be requested during the interview process.
- AI-assisted tools are used to help teams work more efficiently, but all hiring decisions are made by real people.