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
