Customer Support Operations Manager (United Kingdom)
Company:Lumimeds
Location:India, South America, United Kingdom, 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 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
