Customer Support Operations Manager (United Kingdom)

About LumiMeds

LumiMeds is a fast-growing U.S.-based telehealth company focused on weight management and long-term metabolic health. We work with a fully remote, globally distributed team and pride ourselves on moving quickly, communicating clearly, and building systems that actually work.

If you’re someone who thrives in a high-ownership environment, values structure and accountability, and enjoys working with U.S.-based teams, you’ll feel right at home here.

Location: Remote (Europe) — open to candidates across select European countries.

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

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Partner closely with the leadership team to manage day-to-day Customer Support operations

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Oversee CS performance across chat, email, and phone support

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Monitor KPIs (response times, resolution rates, CSAT, escalations) and drive continuous improvement

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Help design, document, and refine SOPs, workflows, and internal processes

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Support hiring, onboarding, training, and coaching of CS team members

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Act as an escalation point for complex customer or operational issues

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Ensure consistent coverage and quality during U.S. business hours

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Collaborate with cross-functional teams (Product, Engineering, Clinical, Ops) to resolve recurring issues

What We’re Looking For

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3–5+ years of experience in Customer Support Operations or Support Management

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Proven experience managing remote or distributed CS teams

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Strong understanding of support metrics, workflows, and ticketing systems

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Comfortable working in a high-growth, startup environment

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Excellent written and verbal English communication skills

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Highly organized, proactive, and solutions-oriented

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Ability to work U.S. time zones consistently

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Experience in telehealth, healthcare, SaaS, or regulated industries is a strong plus

Location & Eligibility

This is a remote role open to candidates based in:

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India

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South America

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Select European countries (UK, Sweden, Netherlands, France)

Final eligibility depends on business needs and hiring feasibility by location.

Why Join LumiMeds

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Work with a globally distributed, high-performing team

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Real ownership and impact on how customer support scales

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Clear growth path as the company expands

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Remote-first culture with strong operational structure

How to Apply

Please submit your application in English. Qualified candidates will be contacted for next steps.

How to Apply

If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.

This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.

LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.

Please note: This role requires professional-level English communication and availability to work U.S. business hours.