Patient Support Team Lead (Australia Support), Manila

About the role (What you’ll be doing)

The Team Lead is the operational and human heart of the Manila support teams. This role exists to ensure that every agent under their care has the guidance, structure, and support needed to deliver outstanding patient interactions — consistently, safely, and at pace. The Team Lead is equally a people manager, a performance driver, a cultural anchor, and an operational problem solver. They are the first person their team turns to when things get complex, and the person leadership turns to when they need visibility on what is happening on the ground. This role requires someone who leads with empathy and holds with accountability — in equal measure.

Key Responsibilities

1. Team Management & Daily Operations

• Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates — ensuring every agent starts the day informed and focused
• Monitor all queues, assign tickets to agents, and manage workload balance across the team — including backlog management and cross-team absorption where needed
• Act as the first point of support for all agents — approachable, responsive, and genuinely invested in helping the team succeed
• Collaborate actively with other Team Leads to discuss blockers, trends, and insights, and to support each other in delivering consistently strong team lead performance

2. Performance Management & Agent Development

• Conduct weekly 1:1 performance reviews with each agent, providing structured feedback, coaching, and a genuine listening ear
• Prepare for each 1:1 proactively, including discussion with the QA analyst to ensure feedback is grounded in both quantitative and qualitative insight
• Hold agents accountable to defined KPIs with fairness, clarity, and consistency
• Identify underperformance early, design and execute relevant performance improvement plans, and escalate material performance issues to the Service Delivery Lead with clear documentation and recommendations
• Foster an environment of psychological and emotional safety where agents feel confident to raise concerns, ask questions, and grow

3. Reporting & Data Analysis

• Own, lead, and perform data analysis and reporting at agent, team, and function level
• Track and report on all key metrics as defined with the Service Delivery Lead, providing both quantitative figures and qualitative context
• Prepare weekly, monthly, and cycle reports — each including a clear status against targets and SLAs, and a concrete action plan to address any shortfalls
• Proactively extract and share insights from CSAT data, identifying patterns and root causes rather than just reporting numbers
• Provide each agent with a weekly individual performance report covering both quantitative results and qualitative feedback including CSAT reasons
• Identify and report cross-functional trends and insights to relevant stakeholders

4. Recurrent Meetings & Stakeholder Engagement

• Attend, prepare for, and actively contribute to all recurring meetings including Patient Ops Weekly Priorities, PX/MS Weekly Process Updates, and 1:1s with the Service Delivery Lead
• Come to every meeting with a point of view — prepared, engaged, and ready to contribute meaningfully

5. Escalation Management

• Act as the escalation point for complex or sensitive patient situations before they are handed off to the escalation team or Senior Associate
• Assess escalations quickly and accurately, resolving independently where within scope and escalating further when required
• Communicate escalation situations proactively and efficiently to relevant stakeholders, supported by clear and concise data

6. Ad-Hoc & Operational Tasks

• Manage ad-hoc tasks as they arise including hiring support, PIP management, and specific issue follow-up
• Approach unplanned work with flexibility and ownership — ad-hoc does not mean unstructured, and every task is handled with the same rigor as planned work

7. Culture & Team Engagement

• Act as a Culture Champion — embodying Euc's values and cycle principles in every interaction and decision
• Lead with empathy, care, and understanding while setting a high standard of professionalism across the team
• Ensure agents respect and adopt new ways of working, supporting transitions with clarity and positivity
• Partner with the People team and Senior Associates to organize social initiatives and team events that foster togetherness and a patient-first mentality
• Be a positive energy setter — the kind of leader whose presence raises the standard and the mood of the room

8. Innovation & Process Improvement

• Own and drive process improvement initiatives within the team, working closely with Senior Associates to identify gaps and frame practical solutions
• Act as a change champion — embracing new ways of working and advocating for them with energy and conviction
• Build business cases and supporting reports to advocate for improvements and bring them to the attention of the Service Delivery Lead
• Continuously look for innovation opportunities that make the team faster, better, and more patient-focused

About you (Who you are)

• Strong Leader: At least 4 years of full-time leadership experience in a startup, international, or tech company. You lead with empathy and kindness while holding your team accountable to high standards. You’ve successfully driven improvements in team performance (CSAT, QA, retention, or efficiency) and fostered a positive team culture. You coach, mentor, and empower team members to grow in their roles.
  • Preferably experienced with online/remote/virtual work (not essential).
    
    
• Tech-Savvy: Proficient in Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity/project management tools. Quick to adapt to new systems and technologies. Having experience in Zendesk is a huge plus.
  
  
• Strong Communicator: Excellent command of English, both spoken and written. You listen attentively and communicate with stakeholders in a concise and effective manner.
  • Experience in healthcare support or a customer-facing role is a plus.
    
    
• People Person: Motivates others toward common goals, works well with diverse personalities, and creates an inclusive, psychologically safe environment where people feel heard and valued.
  
  
• Exceptional Problem-Solver: Approaches complex challenges with creativity and critical thinking. Troubleshoots effectively, resolves technical/operational issues, and knows when to ask clarifying questions. You balance being hands-on in day-to-day operations with providing strategic input to leadership. You thrive in a mission-driven, fast-growing environment and believe in putting patients/customers first.
  
  
• Progressive Thinker: You don’t just put out fires — you look for root causes and systemic fixes. You use data, feedback loops, and cross-functional collaboration to improve processes at scale. You’re progressive in your approach, anticipating future challenges and opportunities instead of only reacting to the present.
  
  
• Ethical Leader: Known for integrity and discretion, with the courage to challenge gossip, exclusion, or toxic behaviours. You set a high ethical standard, fostering a culture of trust, accountability, and psychological safety.
  
  
• Proactive: A charismatic “can-do” attitude with minimal need for supervision. Takes ownership, goes the extra mile, and is motivated by impact and helping others.
  
  
• Learner’s Mindset: Embraces challenges as learning opportunities. Adapts quickly in fast-paced environments, strives for excellence, and continuously improves. You thrive in a mission-driven, fast-growing environment and view challenges as opportunities to learn. This role also offers growth opportunities into broader leadership areas such as operations, strategy, or project management.

• You are willing to work full-time (40 hours/week) in a hybrid set up during either APAC customer hours
  • APAC Business Hours: 6:00AM - 6:00PM Manila Time
• You are located near or within Metro Manila, Philippines
• You have a suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment)
• You have stable internet connection at home: 30 Mbps minimum

Why you should join Euc

• Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday and work amongst people who care deeply about our patients. You’ll be given autonomy to tackle interesting problems and receive regular feedback from a supportive team
• We’ll have your back when you need us the most - You’ll be able to lean on a range of leave offerings to support you when needed from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
• We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up. You can expect regular performance and pay reviews as your career grows.
• We move at incredible speed - You’ll work with team mates who build in the open by sharing their work freely, this helps us learn and iterate quickly so we can deliver high quality outcomes faster than our competitors. You’ll **spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn’t have it any other way