Customer Support Team Lead, Germany | London-based

Location: London

Role type: Full-time (hybrid working)

About Euc

We’re making good health last life 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 company 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.

Since launching, we’ve grown fast to support millions of patients. In 2024 alone…

• In the UK we grew from 5,000 to ~30,000 patients, received selectiveNICE endorsementfor our holistic approach to obesity management, and grew our team from 45 to 165.
• Globally, grew revenue by >120% YoY, while reducing cash burned by 90% YoY and grew our valuation to >$500M USD, with over $100M USD raised from global investors such as BOND, NewView, Blackbird and Airtree - early backers of companies like Canva, Stripe and AirBnb.
• We launched our Germany business in 2023. We have quickly become the leading digital obesity management clinic in Germany and are on track to grow our patient base by 15x in 2025
• You’ll be one of the first 10 team members of our German team. We operate like a startup within a startup: small, hyper focused teams that move quickly and obsess about how to improve our patients lives

What’s next?

Since reaching over 60,000 patients globally through our weight management program, our goal in 2025 is to extend access to our core treatment program to over 100,000 patients, whilst launching into new conditions, demographics and geographies as we move towards our vision of creating a global preventative healthcare ecosystem.

We’re going to build the world’s largest international digital healthcare company. This will be really hard to do, but very rewarding and possibly, the adventure of a lifetime with some of the best operators you will ever work with. If that gets you excited, let’s talk.

About the role (What you’ll be doing)

• Lead and scale our German patient support operations:Manage and grow a team of patient support agents, and medical operations staff. Ensure performance through KPIs, 1:1s, and coaching.
• 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 Germany business.

About you (Who you are)

• 4-5+ years of experiencein operations, 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 German and 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.

Youmaynot 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.

So why Eucalyptus?

• Make real impact, fast- We build in the open together, which helps us learn and iterate more quickly so we can deliver high quality outcomes faster than anyone else. Helping impact patients lives for the better from the moment you join Euc.
• You’ll work with others who are incredibly passionate about what they do- Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday, be given autonomy to tackle interesting problems, and work amongst people who care deeply about our patients.
• You’ll be part of the pioneering German Eucalypts- you’ll be a big part and influence in building and establishing Euc’s local identity and culture as a company.
• You’ll be supported to accelerate your career- Regular feedback alongside our bi-annual performance reviews. We’re committed to helping every Eucalypt reach their full potential.
• We offer a range of benefits, including:
  • Your own stake in the business with our employee options program
  • A monthly wellness allowance, for you to spend on whatever wellness means to you
  • A yearly personal development budget and 3 extra days of leave to continuously up-skill yourself
  • 25 days holiday + bank holidays with an enhanced parental leave policy
  • A fun office with regular socials including after school sport, clubs, cycle kick offs and seasonal parties
  • Your own MacBook and more!

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.

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