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Eucalyptus (now part of Hims & Hers) is a digital healthcare company focused on weight management and preventive health. Juniper, their flagship program, combines GLP-1 medication with personalized nutrition, movement support, and clinician-led care. The company operates across five markets (Australia, UK, Germany, Japan, Canada) and is expanding globally with a goal to support 1 million patients within three years.
As a Community Support Associate, you will maintain a safe, supportive, and high-trust environment for customers in the Hims and Hers Weight Loss Private Facebook groups. Working closely with the Community and Customer Experience teams, you'll own day-to-day moderation during your assigned shift window.
Key responsibilities include:
- Reviewing and approving member join requests, verifying eligibility before granting access
- Reviewing and approving member posts before they go live to ensure compliance with community guidelines
- Monitoring posts, comments, and moderation alerts throughout your shift, actively engaging with members
- Responding to routine questions, directing members to appropriate resources, and escalating customer service issues (billing, shipping, prescriptions) when needed
- Removing spam, misinformation, harassment, and policy violations while de-escalating conflict with empathy
- Identifying potential safety, medical, or reputational risks and escalating according to established protocols
- Maintaining accurate member records, including join requests, customer verification, and moderation actions
- Completing shift handoffs, documenting escalations, and sharing recurring trends and insights with the Community team
This is a fast-paced, operational role requiring sound judgment, attention to detail, and empathy. You'll work one of two fixed shifts: Day coverage (Sunday–Thursday, ~8am–4pm CT / 9pm–5am PHT) or Evening coverage (Tuesday–Saturday, ~4pm–12am CT / 5am–1pm PHT).
The company emphasizes impact, offering mentorship from global leaders, learning budgets, conferences, certifications, peer shadowing, wellness budgets, hybrid work arrangements, and comprehensive health coverage including up to 2 dependents, vacation, sick and parental leaves, 13th-month pay, statutory benefits, and transport allowance.
Requirements:
- 2+ years of experience in customer care, community moderation, or a related field (support, social media, etc.)
- Strong written communication skills with the ability to adapt tone across different situations
- Comfortable navigating sensitive health and weight-loss conversations with empathy, without giving medical advice
- Organized and detail-oriented with ability to maintain accurate records and follow documented protocols
- Interest in health and wellness; healthcare industry experience is a plus
- Availability to commit to one of the two fixed shifts as confirmed during hiring
