Customer Support Operations Manager (India)
Location: Remote (India, South America, or Europe)
Work Hours: U.S. business hours
About the Role
We’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 Do
Partner 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
What We’re Looking For
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
Location & Eligibility
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 LumiMeds
Work 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
How to Apply
Please submit your application in English. Qualified candidates will be contacted for next steps.