Team Leader – Customer Support

3 hours, 33 minutes 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

Similar Roles

Supervisor, IgG Production

Twist Bioscience 251-1K Pharmaceuticals

Twist Bioscience is seeking a Manufacturing Supervisor to oversee high-throughput antibody production and analysis in a controlled laboratory manufacturing environment.

3 hours, 3 minutes ago

Customer Delivery Driver

Carvana 10K-50K Automotive

Carvana is hiring Customer Advocates to deliver vehicles, complete customer paperwork, and support a smooth car-buying experience for customers in the field.

3 hours, 3 minutes ago

Post Production Manager - Riverside

Carvana 10K-50K Automotive

Carvana is hiring a Reconditioning Manager to oversee daily operations and lead a vehicle inspection center team in a lean manufacturing environment focused on quality, production, and cost goals.

3 hours, 3 minutes ago

Director, Inventory Quality Control

ShipMonk 1K-5K Air Freight & Logistics

ShipMonk is hiring a Director of Inventory Quality Control to own inventory accuracy and shrink performance across its global fulfillment network for ecommerce merchants.

SQL
3 hours, 3 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers