Operations Manager — AI-First, Customer Support & Systems

1 hour, 35 minutes ago
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

  • Run day-to-day customer support operations across chat, email, and phone for a globally distributed team.
  • Monitor and improve support KPIs including response time, resolution rate, CSAT, and escalation handling.
  • Identify repetitive tasks and replace manual workflows with AI-powered automations, agents, or tooling.
  • Partner with engineering to design, spec, and build support systems and internal tools.
  • Create, refine, and version-control SOPs, workflows, escalation logic, and quality processes.
  • Hire, onboard, coach, and support customer support staff while serving as escalation point for complex issues.
  • Collaborate with Product, Engineering, Clinical, and Operations to surface patterns and turn them into actionable tickets or specs.
  • Measure changes against baselines and targets to assess operational impact and performance.
  • Document requirements with clear inputs, outputs, edge cases, and acceptance criteria for technical implementation.

Requirements

  • 3–5+ years of experience in Customer Support Operations, Support Management, or a related ops/systems role.
  • Hands-on experience using AI tools to automate work or build prompt/workflow-based solutions.
  • Strong systems thinking and ability to diagnose process failures structurally.
  • Ability to write precise specs and requirements that engineers and AI coding agents can execute with minimal back-and-forth.
  • Strong understanding of support metrics, ticketing systems, and workflow tools.
  • Proven experience managing remote or distributed teams.
  • High attention to detail at both the ticket level and systems level.
  • Comfort working in a high-growth startup environment.
  • Excellent written and verbal English communication skills.
  • Ability to work consistently during U.S. business hours.
  • Experience designing internal tools or working closely with engineering teams is preferred.
  • Familiarity with AI tools such as Claude, ChatGPT, Claude Code, Cursor, LangChain, n8n, or Zapier is preferred.
  • Experience in telehealth, healthcare, SaaS, or other regulated industries is preferred.
  • Working knowledge of medicine, prescriptions, pharmacy workflows, or clinical terminology is preferred.
  • A side project, automation, or system you can explain in detail is preferred.

Benefits

  • Remote-first work environment with globally distributed teams.
  • Location flexibility for candidates based in approved regions including India, South America, and Europe.
  • Opportunity to work on high-impact operational problems in a fast-growing telehealth startup.
  • Direct influence on core business metrics such as CSAT, resolution time, and hiring needs.
  • Equal opportunity hiring based on skills, experience, and values alignment.
  • Work on AI-native systems with production use of AI coding agents.

Interested in this position?

Apply directly on the company website

Apply Now

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