Customer Support Operations Manager (United Kingdom)
L
LumimedsTelehealth
India, South America, United Kingdom, Sweden, Netherlands, France, U.S. business hoursFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3-5+ years
- Required Skills
- LeadershipProject ManagementPeople ManagementCross-functional Team LeadershipOperations ManagementMentoringCoachingProcess improvementCustomer support
Requirements
- 3-5+ years 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 in a high-growth, startup environment
- Excellent written and verbal English communication skills
- Ability to work U.S. time zones consistently
- Experience in telehealth, healthcare, SaaS, or regulated industries is a 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 and workflows
- Support hiring, onboarding, training, and coaching of CS team members
- Act as an escalation point for issues
- Ensure consistent coverage during U.S. business hours
- Collaborate with cross-functional teams to resolve recurring issues
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