Patient Operations Specialist, Japan (Series C HealthTech)

About Euc

We’re making good health last a lifetime

More than 1 billion people globally live with obesity - a major leading indicator of many preventable chronic diseases such as diabetes and heart disease.

Eucalyptus is the digital healthcare scaleup behind “Juniper”, one of the world’s largest weight management programs combining GLP-1 medication with a tailored nutrition and exercise programme, supported by our multidisciplinary care team of prescribers, health coaches, dieticians, nurses and pharmacists.

Our published clinical research demonstrates that our combined approach to weight management and lifestyle change means that our patients are 4x as likely to lose significant weight through their course of treatment with Juniper than with the medication alone.

In 2026, we will support 1 million patients globally

Eucalyptus launched into Japan in 2024, and have grown to ~1,000 patients with a plan to partner with medical institutions and governments to help 50,000 patients every month, by the end of 2026. We have the track record to do so, having grown our patient base in the UK from just 2,000 patients to nearly 70,000 over the past 18 months.

We've raised over $200M US in funding, growing triple digits every year for the past 3 years while building a financially sustainable business that will support patients for decades to come. These signals are a result of the trust our doctors, and patients, place in the Juniper program to help them drive lifelong change and overcome obesity.

Why Japan?

Obesity is a problem (disease) hiding in plain sight in Japan. The global narrative around Japan being one of the world’s slimmest nations, is often misleading with the World Health Organisation recognising obesity in Asian patients at a BMI of 25, rather than 30 (the standard used for Caucasians). The reason for this is that Asian patients are more likely to develop chronic diseases such as diabetes and cardiovascular disease at lower BMI levels.

20% of Japanese patients every year are being informed of their obesity BMI indication, in annual health checks, but very few are able to complete a sustainable treatment plan. Beauty clinics in Japan have put these medications into the hands of patients who are already within a healthy weight range, and oftentimes underweight. Eucalyptus is here to ensure that the patients who genuinely need these medications are aware, able to afford, and access these medications conveniently, after a lifetime of shame and judgement from society.

Nobody should have to feel ashamed, or impaired by living with obesity. We are all living for longer, but not necessarily better. If we successfully achieve our mission, we have a once in a generation opportunity to fundamentally improve how much people are able to enjoy the last 30-40 years of their life. We don’t think there’s another mission more worth of your time.

If that gets you excited, let’s talk.

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 Euc?

So, why join Eucalyptus?

• We raise the bar - Join a strategic, growth-minded squad that takes ownership, moves with intent, and empowers our global teams. You’ll be surrounded by people who value curiosity, accountability, and the drive to keep improving.

• We will invest in your career - Get access to learning budgets and mentorship from leaders across Australia, the UK, Germany, and Japan, and collaborate with top-tier teams locally and from South Africa. You’ll also gain global experience with opportunities to move across teams and explore new markets to help you level up in your career.

• We’ll have your back - Beyond the benefits, you’ll join a community that values connection through social clubs, wellness activities, and global collaboration.

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.