LumiMeds is hiring a Customer Support Operations Manager to help run and scale our global support team. This is a hands-on leadership role ideal for someone who thrives in fast-moving environments, loves building systems, and knows how to support frontline teams without micromanaging them.
What You'll Do
- Partner closely with the leadership team to manage day-to-day Customer Support operations.
- Oversee CS performance across chat, email, and phone support.
- Monitor KPIs (response times, resolution rates, CSAT, escalations) and drive continuous improvement.
- Help design, document, and refine SOPs, workflows, and internal processes.
- Support hiring, onboarding, training, and coaching of CS team members.
- Act as an escalation point for complex customer or operational issues.
- Ensure consistent coverage and quality during U.S. business hours.
- Collaborate with cross-functional teams (Product, Engineering, Clinical, Ops) to resolve recurring issues.
What We're Looking For
- 3–5+ years of experience in Customer Support Operations or Support Management.
- Proven experience managing remote or distributed CS teams.
- Strong understanding of support metrics, workflows, and ticketing systems.
- Comfortable working in a high-growth, startup environment.
- Excellent written and verbal English communication skills.
- Highly organized, proactive, and solutions-oriented.
- Ability to work U.S. time zones consistently.
Nice to Have
- Experience in telehealth, healthcare, SaaS, or regulated industries is a strong plus.
Team & Environment
Will work closely with our current Operations Manager (PH) and Team Lead.
Benefits & Compensation
- Work with a globally distributed, high-performing team.
- Real ownership and impact on how customer support scales.
- Clear growth path as the company expands.
- Remote-first culture with strong operational structure.
Work Mode
This is a remote-first position open to candidates in India, South America, and select European countries (UK, Sweden, Netherlands, France).
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
