Patient Operations Specialist, Japan (Series C HealthTech)

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)

This isn’t your ordinary customer support role. You won't just be executing processes or answering tickets; you'll be at the forefront of resolving patient issues and delivering high-quality care. As an Operations Specialist, you’ll be an essential part of our mission to provide outstanding support to our patients.

Your core responsibilities:

Patient-Centric Problem Solving: You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively. Your focus is on delivering the highest standard of care and support, making a real difference in the lives of our patients.

Collaborative Partnerships: Work closely with our doctors, nurses, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for our patients, ensuring seamless communication and collaboration across teams.

Exceeding Service Targets: Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT), tickets solved, Average Handling Time (AHT), and other service-related goals.

Process Improvement & Innovation: Identify opportunities to enhance our services through optimized processes and automation. You’ll not only spot inefficiencies but also take the initiative to design and implement solutions that improve our support operations.

Trend Identification & Escalation: Monitor and escalate recurring issues or patterns in patient tickets to your colleagues and team leaders. Your attention to detail will be crucial in preventing future problems and enhancing our service quality.

About you (Who you are):

You have 3+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. travel and hospitality, financial services, e-commerce support, real estate, logistics)

You have strong Japanese & English written and verbal communication skills, and can adapt your tone of voice to suit different patient needs

You're passionate about solving problems and committed to creating positive outcomes for patients

You’re comfortable with technology, with strong computer skills and experience using customer service tools such as Zendesk, Zoom Phone, or LINE.

You’re proactive and reliable, with a talent for anticipating next steps and following through effectively.

You have exceptional attention to detail and a commitment to delivering high-quality work.

You’re genuinely interested in healthcare and wellness, and may have experience in the healthcare sector or related fields.

Why join Eucalyptus?

Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men’s health and well-being, fertility, skincare, and preventative health.

Here’s what makes joining Euc unique:

What’s next - Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.

Build something world-changing - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.

Make real impact - You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.

Accelerate your growth - You will have high ownership, continuous feedback, and dedicated development support.

Join a motivated team - You will collaborate with talented peers to solve complex clinical and operational problems at scale.

What’s ahead in Japan?

Obesity in Japan is often overlooked. Although the country is seen as a “slim nation,” the WHO recognises obesity for Asian populations from a BMI of 25 due to higher health risks at lower thresholds. Around 20% of adults receive obesity indicators during annual check-ups, yet many don’t get access to ongoing, supportive care.

Euc is here to offer a more supportive path through:

Thoughtful, evidence-based clinical care

Ethical and responsible prescribing

Accessible, affordable treatment options

Warm, non-judgmental support for every patient

Our aim: Help people in Japan live with confidence, vitality, and long-lasting wellbeing.

Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan while collaborating with top-tier teams in the Philippines and South Africa.

Shape your career - Access learning budgets (includes language learning), shadow peers in other teams, and learn from a global knowledge-sharing culture.

Work where wellbeing matters — Enjoy wellness budgets, mental health support through our Employee Assistance Program, annual health checks, flu shots, and work from anywhere policy,

Innovate with purpose - Work with state-of-the-art tools and contribute to bold, impactful solutions in healthcare.

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.