Patient Support & Experience Lead (Canada)

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.

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:

• 130% YoY revenue growth and a 90% reduction in cash burn, with $100M+ raised from investors including BOND, NewView, Blackbird and Airtree.

• Scaled to over 100,000 monthly active patients across our weight-management program.

• Grew the UK patient base from 4,000 to ~40,000 and received selective NICE endorsement to provide services to the NHS.

• Tailored our offering to over 5,000 patients in Germany and Japan

About the role (What you’ll be doing)

• You’ll lead our Support Associates and Medical Support Associates, owning the end-to-end patient support experience across onboarding, treatment, and ongoing care.

• Design and optimise operational workflows: Improve coordination between support, clinical, and pharmacy teams to drive faster, more effective patient outcomes. Identify bottlenecks and implement scalable processes.

• Act as the escalation point for critical issues: Lead resolution of high-impact patient issues and implement long-term solutions to prevent recurrence.

• Drive performance through data: Build dashboards, conduct root-cause analyses, and make data-backed recommendations that improve quality and efficiency.

• Support cross-functional expansion projects: Partner with product, ops, and growth to successfully and efficiently scale our Canada business.

About you (Who you are)

• 4-5+ years of experience in customer support, or customer service — ideally in a fast-paced or regulated environment (e.g. healthtech, consumer startups, or logistics).

• Team leadership experience — you’ve managed or mentored others before and are excited to grow into a larger people management role.

• Fluency in English — you’ve got excellent written and verbal communication skills to explain complex issues in a simple way.

• Strong analytical and problem-solving skills — you own the ability to quickly diagnose issues and implement solutions that are data-driven; you should be highly adept at modelling solutions in Excel / Google sheets.

• Highly organised and adaptable — you’re proactive, detail-oriented, and able to manage shifting priorities.

• Empathetic and patient-first mindset — you’re passionate about helping people and improving their experience at every step.

Nice to have:

• Experience working in digital health, telemedicine, or healthcare services.

• Familiarity with ticketing systems (e.g. Zendesk) or patient care tools.

• Exposure to hiring, workforce planning, or scheduling.

• Fluency in French

You may not be a great fit if:

• You prefer a highly structured, corporate environment with clear processes and defined roles.

• You’re uncomfortable with ambiguity and need a lot of direction in your day-to-day work.

Why join Eucalyptus?

Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software) across men’s health and well-being, fertility, and skincare. **Compound, focused on longevity and preventive health, complements this ecosystem and extends our mission to make good health last a lifetime.

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 Canada

• Shape your career – Access a professional development budget and 3 days of professional development leave.

• Support at every stage – Private medical insurance (Silver plan) and private pension (0% coverage).

• Work where well-being matters – Enjoy 20 days of annual leave, 10 days of sick leave, and flexibility designed to support sustainable work.

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.