Customer Support Specialist

<div class="content-intro"><h3>About Eucalyptus</h3> <p>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.</p> <p> </p> <p>Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.</p> <p> </p> <p>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.<br><br></p> <h3>Our Growth Story:</h3> <ul> <li>Supporting patients living with obesity across our 5 markets</li> <li>Received selective NICE endorsement to provide services to the NHS</li> <li>Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.</li> </ul></div><h3><strong>About the role (What you’ll be doing)</strong></h3> <p>We’re looking for a passionate and caring <strong>Customer support specialist (f/m/d)</strong> to communicate with patients, doctors and manage consultation flows via our platform. We are seeking a bi-lingual German and English speaker and writer to help triage, manage and resolve patient support interactions. Since our German market is still in its infant shoes with exciting growth plans over the next year, you will play an important role in shaping the team, culture and patient offering. This role may involve working on Saturdays as part of a Tuesday–Saturday schedule. We're happy to discuss this during the hiring process.</p> <ul> <li>Responsible for onboarding new patients, proactively resolving patient tickets and making outbound calls to ensure we consistently deliver products and services above patient expectations</li> <li>Work closely with our pharmacy, nurses and prescribers to ensure patients are informed and receive their orders in a timely and convenient manner</li> <li>Be the first to see or hear back on patient sentiment - share patient pain points, escalate issues, fix bugs and ensure the continual improvement of our products and services</li> <li>Support building, implementing and ongoing maintenance of process documentation</li> <li>Own our Facebook community including member approval and weekly posts</li> <li>Be adaptive to the changing needs of Eucalyptus by taking on new responsibilities and ad-hoc tasks</li> </ul> <p&