Operations Manager – Customer Service

✨ What you’ll be working on

LumiMeds is hiring an Operations Manager – Customer Service to lead its remote support team across LATAM and the USA. In this role, you’ll oversee customer service operations, improve support processes, coach team members, and ensure patients receive a fast, reliable, and high-quality support experience.

What you’ll be working on

• Lead day-to-day customer service operations across remote teams.
• Manage customer support quality, service levels, and team performance.
• Coach, mentor, and develop customer service representatives and team leads.
• Improve support workflows, staffing, scheduling, and escalation processes.
• Handle complex customer and patient escalations professionally.
• Work with Payments, Fraud, Fulfillment, and Pharmacy teams to resolve recurring issues.
• Track key performance metrics including CSAT, response time, SLAs, and productivity.
• Build scalable processes, documentation, and operational standards.

What they’re looking for

• 2+ years of experience managing customer service or support operations.
• Background in BPO, call center, or high-volume customer support environments.
• Experience leading teams handling phone, chat, and email support.
• Strong understanding of SLA management, quality assurance, and customer satisfaction.
• Excellent leadership, communication, and coaching skills.
• Comfortable working in a fast-paced startup environment.
• Strong analytical and reporting skills for operational decision-making.

Preferred skills

• Experience improving customer support workflows and staffing models.
• Ability to analyze support metrics and identify process improvements.
• Experience working with cross-functional teams.
• Strong problem-solving and decision-making skills.
• Experience in healthcare, telehealth, or SaaS is a plus.

Why join LumiMeds?

• Fully remote leadership opportunity.
• Lead customer service operations for a growing telehealth company.
• Make a direct impact on customer and patient experience.
• Work with cross-functional teams in a fast-paced startup.
• Opportunity to build scalable support operations from the ground up.

Location: Remote (LATAM & USA)

Who should apply?

This role is ideal for experienced professionals in customer service management, customer support operations, call center management, BPO operations, customer success, service delivery, contact center leadership, operations management, technical support management, or remote customer experience teams. If you enjoy leading people, improving processes, and delivering exceptional customer experiences, this is an excellent opportunity.