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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 resolve patient support interactions via our platform. This role is crucial in shaping the team, culture, and patient offering for our growing German market.
Responsibilities
- Onboarding new patients
- Proactively resolving patient tickets
- Making outbound calls to ensure timely product and service delivery
- Working closely with pharmacy, nurses, and prescribers to ensure patients are informed and receive orders promptly
- Monitoring patient sentiment, escalating issues, fixing bugs, and contributing to product and service improvement
- Supporting the building, implementation, and maintenance of process documentation
- Owning the Facebook community, including member approval and posting
- Adapting to changing needs 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, English minimum B2)
- Strong written and verbal communication skills
- Ability to adapt tone of voice to interact with customers
- Naturally empathetic, reliable, and caring
- Strong problem-solving skills
- Skilled with computers or experience with CX software
- Ability to thrive in fast-paced working environments
- 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 startup experience is a bonus
Skills
- Customer Support
- Communication
- Problem-solving
- Adaptability
- Computer proficiency
- CX software experience
- Google Suite
- Zendesk
- Facebook community management
Location
- Germany
Work Type
- Hybrid work
- Full-time
Experience Level
- 1-2 years experience
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
- Energising office
- Regular socials
About the Company
- Eucalyptus is on a mission to make good health last a lifetime, focusing on long-term care and weight management.
- 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.
- Juniper combines 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.
- Eucalyptus has received NICE endorsement for NHS services and tailored offerings in Australia, the UK, Germany, Japan, and Canada.
- Eucalyptus is also behind digital healthcare clinics in men's health, fertility, and skincare.
- Eucalyptus's goal is to support 1 million patients globally in the next three years.
- Eucalyptus is building a preventive healthcare ecosystem and aims to become the world's largest international digital healthcare company.
Equal Opportunity
- Eucalyptus values individuals from all backgrounds, experiences, and perspectives.
- Reasonable adjustments can be requested during the interview process.
- AI-assisted tools are used to support teams, but all hiring decisions are made by people.