About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up. As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive. We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Job Title
Operations Manager — AI-First, Customer Support & Systems
Remote Location
Remote - India, South America, Europe
Work Hours
U.S. business hours
Seniority Level
Manager — Individual Contributor + Team Lead
What We're Building
LumiMeds is a high-growth telehealth platform building the operating system for modern virtual care. Our support operation isn't just a team — it's a system. Chat, email, and phone flow into workflows that should run themselves when they can, and escalate to humans only when they must. We don't scale ops by hiring more bodies. We scale by building better systems. That means agents, automations, tooling, and relentless attention to the detail that slips through.
Job Overview
We're looking for an Operations Manager who thinks like an engineer. You'll run day-to-day Customer Support alongside our existing team leads — but your real job is figuring out how to remove work from the team, not just manage the work they already have.
Job Responsibilities
- Run CS performance day to day — monitor response times, resolution rates, CSAT, and escalations; diagnose issues and drive improvements while remaining hands-on without micromanaging
- Leverage AI to solve ops problems at scale — identify recurring tasks and determine whether a model, agent, or workflow automation can handle them instead of documenting for the next hire
- Work directly with engineers to design systems — write precise, structured, and executable specs similar to a technical PM; contribute real requirements, data flows, and edge cases to design conversations
- Own Customer Support Operations — manage chat, email, and phone performance across a globally distributed team
- Drive AI-Powered Automation — identify where LLMs and agents can replace manual workflows and build or commission those solutions
- Manage Systems & Tooling — partner with engineering to design, spec, and build infrastructure that makes support scale
- Own Process & Quality — develop SOPs, QA processes, escalation logic, and the metrics that hold it all together
- Build and refine SOPs, workflows, and internal tooling — document what works, eliminate what doesn't, and version-control the systems that run support
- Hire, onboard, coach, and escalate — support hiring, training, and development for CS staff; remain the escalation point for the hardest customer issues
- Collaborate cross-functionally — work with Product, Engineering, Clinical, and Ops teams; identify patterns first and turn them into tickets, specs, or meetings that matter
- Measure everything — ensure every change has a baseline and a target; design measurable outcomes for all initiatives
Requirements
- 3–5+ years in Customer Support Operations, Support Management, or an adjacent ops/systems role
- Hands-on AI use — must have automated your own work, built something with an LLM, or designed a prompt/workflow that replaced a manual task
- Strong systems thinking — ability to diagnose where a process breaks structurally, not just notice that it did
- Ability to write specs and requirements engineers and AI coding agents can execute with minimal back-and-forth
- Strong grasp of support metrics, ticketing systems, and workflow tools
- Proven experience managing remote or distributed teams
- High attention to detail — both at the ticket level and the systems level
- Comfortable in a high-growth, startup environment
- Excellent written and verbal English
- Ability to work U.S. business hours consistently
Preferred Qualifications
- Experience designing internal tools or partnering closely with engineering teams
- Familiarity with AI tooling (Claude, ChatGPT, Claude Code, Cursor, LangChain, n8n, Zapier, etc.) beyond casual use
- Experience in telehealth, healthcare, SaaS, or other regulated industries
- Working understanding of medicine, prescriptions, pharmacy workflows, or clinical terminology
- Strong logical reasoning — ability to break problems down, test hypotheses, and think in clear steps
- A side project, automation, or system you can point to and explain in detail
What You'll Own
- Support Operations — Chat, email, phone, global distributed team
- KPIs & Quality — Response time, resolution, CSAT, escalation logic
- Workflows & SOPs — Documentation, process design, versioning
- AI Automation — Agents, LLM-driven ticket routing, response drafting
- Internal Tooling — Specs and requirements for support-facing systems, partnered with engineering
- Team — Hiring, onboarding, coaching, escalations
Why LumiMeds
- Hard problems — Global support, regulated environment, real humans on the other end, no room for sloppy
- AI-native from day one — We don't use AI as branding. Our engineers ship with AI coding agents in production. We expect our ops leaders to do the same
- Real scope — You're not managing a queue — you're redesigning how the queue works
- Direct impact — Every system you ship shows up in CSAT, in resolution times, and in how many agents we need to hire next quarter
Benefits
- Remote-first, globally distributed team
- High ownership and fast decision-making environment
- Opportunity to work with cutting-edge AI tools and automation
- Direct impact on company growth and system design
- Equal opportunity employer — hiring based on skills, experience, and alignment with company values
How to Apply
If this role sounds like a fit, we'd love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role. Qualified applicants will be contacted for next steps.
Note: This position requires professional-level English communication and availability to work U.S. business hours. This role is open to candidates based in approved locations (India, South America, Europe), depending on the role and business needs.