Customer Support Operations Manager (India)
Company:Lumimeds
Location:India, South America, UK, Sweden, Netherlands, France, U.S. business hours
Languages:English
Seniority level:Manager, 3-5+ years
Experience:3-5+ years
Skills:
LeadershipProject ManagementPeople ManagementCross-functional Team LeadershipOperations ManagementMentoringEnglish communicationCoachingProcess improvementCustomer support
Requirements:
- 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
Responsibilities:
- Manage day-to-day Customer Support operations
- Oversee CS performance across chat, email, and phone support
- Monitor KPIs and drive continuous improvement
- 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 issues
- Ensure consistent coverage and quality during U.S. business hours
- Collaborate with cross-functional teams to resolve recurring issues
