Team Leader – Customer Support

3 weeks, 4 days ago
Full-time
Senior
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

  • Own shift coverage, attendance, and workflow distribution for the frontline customer support team during U.S. hours.
  • Monitor and analyze team metrics such as response time, CSAT, and QA, and intervene proactively when performance drops.
  • Serve as the first point of contact for complex escalations and agent questions during the shift.
  • Coach agents on quality, tone, and self-sufficiency so they can resolve issues more independently.
  • Enforce SOPs and workflows and help improve processes when current procedures are not working.
  • Report to leadership with data, insights, and proposed solutions for operational issues.
  • Act as the anchor for daily operations and reduce the need for escalation to upper management.

Requirements

  • 4+ years of experience in customer support, including at least 2 years in a leadership or mentor role.
  • Strong ownership and initiative in resolving customer and operational issues within established guidelines.
  • Ability to find answers independently using knowledge bases, case history, and SOPs before escalating.
  • Comfort making judgment calls in a fast-paced environment.
  • Excellent written and verbal English communication skills.
  • Stable internet connection, a quiet work environment, and impeccable attendance.
  • Experience with SaaS, telehealth, or complex CRM tools is a strong plus.
  • Availability to work U.S. business hours.
  • Application must be submitted in English.
  • Open to candidates based in approved locations, including remote candidates in Europe/Poland.

Interested in this position?

Apply directly on the company website

Apply Now

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