Customer Support Operations Manager (South America)

2 weeks, 5 days ago
Full-time
Mid Level
Customer and Technical Support
LumiMeds

LumiMeds

LumiMeds is a telehealth platform based in San Francisco, CA, that focuses on weight management, metabolic health, and longevity treatments. Founded around 2015, the company connects patients with independent licensed providers through a digital platform, offering personalized treatment plans and virtual consultations. LumiMeds emphasizes affordable access to health solutions, ensuring no hidden fees for its services. The platform provides a range of core services, including virtual patient evaluations, health data reviews, and care coordination. Patients can receive compounded GLP-1 medications, such as semaglutide and tirzepatide, shipped directly to their homes. LumiMeds operates in many U.S. states, allowing patients to qualify for treatments through intake forms and virtual consultations. The company has a strong focus on evidence-based care and has facilitated millions of patient interactions, serving over 10,000 healthcare professionals.

medical practice
11-50
Founded 2024

Description

  • Partner with leadership to manage day-to-day customer support operations.
  • Oversee customer support performance across chat, email, and phone channels.
  • Monitor KPIs such as response times, resolution rates, CSAT, and escalations to drive improvement.
  • Design, document, and refine SOPs, workflows, and internal processes.
  • Support hiring, onboarding, training, and coaching of customer support team members.
  • Act as the escalation point for complex customer and operational issues.
  • Ensure consistent coverage and quality during U.S. business hours.
  • Collaborate with Product, Engineering, Clinical, and Operations teams to resolve recurring issues.

Requirements

  • 3–5+ years of 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.
  • 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.
  • Remote location eligibility: India, South America, or select European countries including the UK, Sweden, Netherlands, and France.
  • Professional-level English communication and availability during U.S. business hours are required.

Benefits

  • Remote-first work environment with a globally distributed team.
  • Real ownership and impact on how customer support scales.
  • Clear growth path as the company expands.
  • Work with a high-performing team in a fast-moving early-stage company.

Interested in this position?

Apply directly on the company website

Apply Now

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