About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Location: Remote (India, South America, or Europe)
Work Hours: U.S. business hours
About the RoleWe’re looking for an experienced Operations Manager for Customer Support to help run and scale our global support team. This role will work closely with our current Operations Manager (PH) and Team Lead, to improve workflows, drive performance, and ensure a consistent, high-quality customer experience.
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 DoPartner 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
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
Experience in telehealth, healthcare, SaaS, or regulated industries is a strong plus
This is a remote role open to candidates based in:
India
South America
Select European countries (UK, Sweden, Netherlands, France)
Final eligibility depends on business needs and hiring feasibility by location.
Why Join LumiMedsWork 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
Please submit your application in English. Qualified candidates will be contacted for next steps.
How to Apply
If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
Please note: This role requires professional-level English communication and availability to work U.S. business hours.
Skills Required
- 3-5+ years experience in Customer Support Operations or Support Management
- Proven experience managing remote or distributed customer support teams
- Strong understanding of support metrics, workflows, and ticketing systems
- Excellent written and verbal English communication skills (professional level)
- Ability to work U.S. business hours consistently
- Highly organized, proactive, and solutions-oriented
- Experience in telehealth, healthcare, SaaS, or regulated industries
What We Do
LumiMeds is a telehealth platform dedicated to providing patients with long-term, affordable health care. We understand that every patient has unique needs, so we carefully design personalized health plans to offer the best possible care. Our goal is to build lasting relationships with our patients, empowering them to improve their quality of life. Seeing those improvements firsthand is what drives us—it’s what makes all the difference.
