Medical Support & Health Coaching Lead

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.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

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.

• Supporting patients living with obesity across our 5 markets
• Received selective NICE endorsement to provide services to the NHS
• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

Juniper patients in Germany get something most online clinics don't offer. When they have a question about side effects, their dose or an upcoming operation, they can pick up the phone or email someone with real medical expertise. Alongside their medication, our health coaches guide them through nutrition and movement month by month, from getting used to treatment to working through a plateau.

That human support is a big reason patients choose Juniper and stay with us. The teams behind it are strong, motivated and rated highly by patients. The next chapter is scale. Patient numbers in Germany are growing quickly and we're expanding medical support across [recruiter to confirm: can we name both brands publicly here, e.g. Juniper and Hims?]. We need to support far more patients without diluting the care that sets us apart, and without growing the team at the same rate as demand. That's the problem you'll own.

You'll lead our Medical Support and Health Coaching functions in Germany. Our medical Support function is a team of 12-15 medical support associates, Health Coaching is of 6-8 Coaches. Medical Support takes up roughly 70% of your focus, with Health Coaching making up the rest.

Your seniors own the day-to-day: ticket flow, quality checks and weekly 1:1s with their teams. You'll work one level up, focused on the bigger questions. Are our processes working? Is the team set up the right way? What do both functions need to look like when we're supporting twice as many patients? How do we ensure our patients are receiving best in market service - getting the highest value and care we can give. The human touch, through a digital medium.

You'll report to the Head of Operations Germany, with a dotted line to our global Patient Operations lead. You'll also work closely with the Patient Experience lead in Germany, with product, engineering, legal and clinical operations, and with our medical support and health coaching teams in the UK and Australia.

Your first month is about getting close to the work. You'll read tickets, shadow associates, sit in on coaching calls and webinars, and spend real time with your seniors and clinical operations before you change anything. Your aim is to understand first and act second.

You'll:

• Lead and develop your team seniors, giving them the room and support to grow into strong operators
• Own the metrics that show whether patients are well looked after: response times, resolution, CSAT and quality. When something drifts, spot it early and get to the root cause
• Map how medical questions are handled today, from first contact to resolution, and fix the steps that slow patients down
• Scale health coaching so more patients benefit from it. That could mean growing our webinars from around 200 patients to 800, simplifying how coaches prepare, or rethinking the offer itself
• Partner with product and engineering on in-app content and tools that answer common questions before they become tickets
• Involve clinical operations, locally and globally, and legal whenever a change touches clinical care
• Borrow what works from our UK and Australian teams and adapt it for German patients
• Build the plan for a much larger patient base: how the team is structured, what stays human and where we can be more efficient
• Shape who we hire into both teams and define what great looks like in each role
• Tighten the handoffs with Patient Experience so patients reach the right team the first time

You've spent most of your career (probably 7–12 years), running support or patient operations where getting the answer right mattered as much as getting it fast. You've led large teams without losing touch with the work. When something isn't working, your instinct is to sit next to the person doing it before you open a dashboard.

You care about efficiency and know the numbers matter: if patients wait too long or tickets stay open, the experience suffers. You also understand why our patients value a considered human answer, and you wouldn't trade it for a cheaper automated one.

You'll likely bring:

• Experience leading support operations in a high-touch or sensitive setting, ideally healthcare or patient services
• A track record of improving processes hands-on, not just managing the people who run them
• Experience in a high-growth company where priorities shifted and several projects ran at once
• Comfort working across functions and countries, often without direct authority
• Fluent German and strong English, as you'll read tickets, review content and run quality checks in German
• A medical or clinical background is a plus, but not required. We'd choose strong high-touch support experience over a medical background alone

You bring energy too. On a Monday morning with a backlog, you're the one who gets the team focused and moving.