Platform & Systems Specialist

Philippines·Manilamid

Other

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Quick Summary

Key Responsibilities

Every patient message, chat, and call across our brands lands in Zendesk. As Platform & Systems Specialist, you'll own how that platform works: how tickets are routed, which automations fire,

Requirements Summary

why a ticket was routed, merged or closed, why a metric moved, why an integration stopped. Find the root cause and fix it for good. Vendor relationship. Help manage our relation

Technical Tools

Other

We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.

We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.

You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.

We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.

We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.

We hope that's you.

About the Role

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Requirements

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You have 4+ years of hands-on Zendesk administration, ideally across several brands, markets or a high-volume support operation.
You've built complex trigger and automation logic and set up omnichannel routing, and you think through the downstream impact before you change anything.
You're comfortable with APIs, webhooks, and JSON, and you've connected Zendesk to other tools using Zapier, n8n, or similar.
You can build reporting in Zendesk Explore, including custom metrics and attributes, and explain what the numbers mean to non-technical leaders.
You turn a messy operational problem into a clear, well-documented system design.
You communicate clearly in written and spoken English, and work well with stakeholders across time zones who don't always agree.
You work AI-first, using tools like Claude every day to build, test, analyse, and document faster.

Nice to Have

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Zendesk Admin certification.
Experience with AI agents or AI triage in support (for example, Zendesk AI).
Experience with Zendesk WFM or another workforce management tool.
Experience with SQL or a BI tool such as Sigma.
Experience launching support for non-English-speaking markets.
Experience in healthcare or another regulated industry where data privacy matters.

You're willing to work a full-time shift (40 hours a week) that overlaps with both Australian and UK business hours, with flexibility around launches.
You're based in or near Metro Manila and can work from our Makati office 3 days a week.
You have a suitable work-from-home setup and a stable internet connection

Build something world-changing. We're growing at pace: 130% year-on-year revenue growth, culminating in our acquisition by Hims & Hers in 2026. We've supported over 350k patients across 5 markets, and our goal is 1 million patients globally.
Own a platform that matters. Zendesk is where our patients reach us. You'll shape how millions of conversations are handled, across more brands and markets every year.
Our teams are incredibly passionate. Our talent bar is high and our work ethic is strong. You'll have real autonomy, regular feedback and teammates who care deeply about patients.
We'll have your back when you need us the most. From day 1 you'll have sick, parental, compassionate and vacation leave, plus personal health days. You'll get HMO coverage for you and up to two dependents, statutory benefits (SSS, PhilHealth and HDMF), 13th month pay and a transport allowance for office days.
We will invest in your career. You'll get an annual professional development budget, extra learning leave, mentors and regular performance and pay reviews.
We move at incredible speed. We build in the open and share our work freely, so we learn and ship faster. You'll spend plenty of time outside your comfort zone, and we wouldn't have it any other way.

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. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.