Customer Support Operations Manager (India)

About LumiMeds LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up. As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive. We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction. Location: Remote (India, South America, or Europe) Work Hours: U.S. business hours About the Role We’re looking for an experiencedOperations Manager for Customer Supportto 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 duringU.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 experiencein Customer Support Operations or Support Management Proven experience managingremote or distributed CS teams Strong u