Zendesk Specialist (UK Mid-Shift)

Patient Systems & Tooling Specialist

Manila, Philippines | Patient-Facing Operations (Global)

About Eucalyptus

We’re on a mission to make good health last a lifetime. Eucalyptus is the company behind Juniper and other global digital health brands, combining clinical care, personalised support, and world-class operations to help patients live better for longer.

As our patient volumes, channels, and systems continue to scale across markets including Australia and the UK, we’re investing in the tools and platforms that enable our teams to deliver fast, reliable, and high-quality patient support.

About the Role

We’re hiring a Patient Systems & Tooling Specialist to strengthen our patient-facing systems capability, with a strong focus on Zendesk administration, reporting, and operational tooling.

This role is designed to partner closely with our existing team member, taking ownership of defined areas of platform support to build a more scalable, resilient systems function.

You’ll support a wide range of patient-facing teams, including operations, clinical support, and other frontline and back-office functions globally. Over time, this role will help evolve how we manage system requests, automation, reporting, and continuous improvement — not just keep the lights on.

What You’ll Be Doing

Zendesk Administration & Platform Ownership

• Own day-to-day Zendesk administration, including:
  • Triggers, automations, workflows, macros, views, and user/group management
• Troubleshoot Zendesk issues, edge cases, and workflow conflicts across multiple teams and brands.
• Implement configuration changes safely, with an understanding of downstream impact.
• Maintain strong system hygiene, documentation, and change discipline.

Reporting & Operational Insights

• Own and maintain Zendesk reporting and dashboards to support operational visibility.
• Translate stakeholder questions into meaningful metrics and insights.
• Support teams with data on volumes, trends, performance, and system behaviour.
• Partner with Operations and QA to ensure reporting supports decision-making and improvement initiatives.

Systems Support & Request Handling

• Act as a primary owner for straightforward requests such as:
  • New views or triggers
  • Configuration changes
  • Reporting requests and dashboard updates
• Work within a structured intake and prioritisation model, escalating higher-complexity work when required.
• Help reduce ad-hoc interruptions by reinforcing clearer request pathways and documentation standards.

Tooling, Automation & Improvement

• Identify opportunities to reduce manual effort through smarter tooling, automation, and workflow design.
• Contribute to improvements that increase system stability, efficiency, and usability.
• Bring curiosity and experimentation around AI-enabled tools, automation, or productivity enhancements that support patient operations (e.g. routing, tagging, triage, insights) and provide the best possible service for our patients.
• Support longer-term system improvements by freeing capacity for higher-impact project work.

Cross-Functional Collaboration

• Partner closely with Patient Operations, Clinical Support, QA, Training, and Process teams.
• Communicate clearly with stakeholders to understand the outcome they are trying to achieve — not just the task requested.
• Support global teams across AU, UK, and other markets, with awareness of local operational nuances while building global best practice.

Who You Are

Experience

• 3+ years of hands-on Zendesk administration experience, including:
  • Triggers, automations, workflows, macros, views, permissions
  • Troubleshooting complex workflows and system behaviour
• Strong experience with Zendesk reporting and analytics, including:
  • Building and maintaining dashboards and reports
  • Using data to support operational decisions and improvements
• Experience supporting contact centre or patient-facing platforms in a fast-paced operational environment.
• Experience working across multiple teams or stakeholders is a strong plus.

Skills & Mindset

• Strong problem-solving and critical-thinking skills — able to diagnose issues, not just apply fixes.
• Comfortable learning complex systems and building deep context over time.
• Clear, confident communicator who manages expectations well.
• Structured, detail-oriented, and disciplined with documentation and change processes.
• Curious about systems, tooling, automation, and how AI can improve operational workflows.
• Looking to grow depth and expertise in systems ownership, not treat this as a short-term role.
• Experience with AI tools, automation platforms, or system integrations.
• Experience supporting multi-brand or multi-market Zendesk environments.
• Interest in system design, architecture, or long-term platform strategy.

Why This Role Matters

Our patient-facing systems support a large volume of reactive, bespoke operational work that requires deep system knowledge and careful judgment. This role is a critical investment in building a sustainable systems function — one where expertise compounds, interruptions are reduced, and higher-impact improvements become possible.

You’ll directly improve how patient-facing teams work every day, while helping shape how our tooling evolves as we scale globally.

Why Join Eucalyptus?

• Work on high-impact systems used by global healthcare teams.
• Partner with experienced operators who invest in mentorship and long-term growth.
• Competitive PH compensation, 13th-month pay, and full statutory benefits (SSS, PhilHealth, Pag-IBIG).
• Comprehensive HMO coverage (including dependents).
• Paid vacation, sick, and parental leave.
• Learning budget and opportunities to grow into deeper systems, automation, or platform roles.

Location

Makati, Philippines (On-site 2-3 days a week)