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About the Role

As a Senior Patient Support Specialist, you will play a crucial role in ensuring our patients receive reliable, empathetic, and high-quality care throughout their treatment journey. This role extends beyond traditional patient support, involving direct patient care, handling complex cases, and taking ownership of a Patient Support Pillar, including its performance, KPIs, and continuous process improvement. You will also take on initial leadership responsibilities within the team, conducting 1:1s, moderating meetings, providing feedback, and supporting colleagues' development.

Responsibilities

Provide fast, clear, and empathetic support to patients across various channels.
Manage complex or sensitive support cases and find pragmatic solutions, even without established processes.
Conduct outbound calls proactively to resolve issues and ensure a positive patient experience.
Serve as a key contact for other Patient Support Specialists on complex cases or operational questions.
Identify recurring pain points and ensure relevant issues are escalated and addressed by internal teams.
Take ownership of a Patient Support Pillar, monitoring daily performance.
Be responsible for the relevant KPIs of your pillar, identifying trends and areas needing action.
Utilize operational data, patient feedback, and team insights to understand performance changes.
Derive concrete actions from analyses and track their implementation and impact.
Keep the team and Patient Support Leadership informed about performance, challenges, and improvement opportunities within your pillar.
Identify recurring problems and inefficiencies within your pillar and drive sustainable improvements.
Analyze root causes beyond individual support cases to develop solutions that enhance both patient experience and team workflow.
Drive process improvements independently from problem identification to implementation and follow-up.
Assist in creating, implementing, and maintaining internal processes and documentation.
Collaborate with relevant internal stakeholders to resolve operational challenges and continuously improve products, processes, and the overall patient experience.
Balance short-term operational needs with long-term improvement projects and prioritization.
Conduct regular 1:1s with team members, fostering feedback, development, and support.
Plan and moderate team meetings to ensure clear communication of updates, learnings, and priorities.
Provide regular constructive feedback and support colleagues in developing their skills and confidence.
Act as a reliable point of contact for specialists in your pillar, assisting with questions, prioritization, and challenging situations.
Actively share knowledge and best practices to foster team learning.
Lead by example with ownership, clear communication, reliability, and a high quality standard.
Collaborate closely with the Patient Support Team Lead, proactively sharing challenges and team insights, and helping to translate overarching priorities into operational execution.

Requirements

Several years of experience in Customer Support, Patient Support, or Customer Operations, ideally in a dynamic, digital, or fast-growing company.
Experience taking responsibility beyond daily tasks and proactively driving initiatives.
Initial experience in coaching, mentoring, or supporting colleagues, with confidence in giving constructive feedback.
Good operational judgment and the ability to structure complex situations, set priorities, and make decisions with incomplete information.
Data-oriented approach and proficiency with KPIs, trends, and performance data.
Strong continuous improvement mindset: motivated to understand root causes of recurring problems and prevent them long-term.
Excellent communication skills and ability to collaborate constructively with diverse teams and perspectives.
Ability to connect operational tasks with long-term projects and improvement initiatives.
Comfortable in an environment with rapidly changing priorities, processes, and responsibilities.
Ability to work independently, take ownership, and drive tasks forward without constant direction.
Fluent in German and English.

Skills

Patient Support
Customer Support
Customer Operations
KPI Management
Performance Analysis
Process Improvement
Root Cause Analysis
Coaching
Mentoring
Feedback Delivery
Communication
Collaboration
Problem Solving
Data Analysis
Prioritization
Decision Making
Ownership
Continuous Improvement
Stakeholder Management

Location

Germany

Work Type

Full-time

Experience Level

Senior

Salary/Compensations

€40,000 gross per year, depending on experience and qualifications

Benefits

Additional benefits

About the Company

Eucalyptus is on a mission to make good health last a lifetime, addressing the global challenge of obesity and preventable chronic conditions by building better long-term care.
Eucalyptus is now part of Hims & Hers, a global leader in personalized health and wellness.
Eucalyptus is the company behind Juniper, one of the world's largest weight-management programs.
Juniper combines GLP-1 medication with personalized nutrition, movement support, and clinician-led care.
Published clinical research shows Juniper's combined clinical and behavioral approach helps patients lose significantly more weight (four times) during treatment.
Eucalyptus supports patients living with obesity across 5 markets.
Eucalyptus has received selective NICE endorsement to provide services to the NHS.
Eucalyptus has tailored its offering to thousands of patients in Australia, the UK, Germany, Japan, and Canada.

Equal Opportunity

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.