Operations Manager - Customer Service
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 16h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 62d ago
The date the source published, not the day we noticed it (2026-07-14). Last seen at its source 2h ago.
Is it remote?
The listing says yes
The location field doesn't say remote, so our assessment is based on the title or the description. Read the listing before applying.
Who may apply?
LATAM, United States
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $1,200–1,400/mo
Middle 50% of 20 listings that do state pay — Customer · all levels · LATAM · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
greenhouse employer's own board first seen 29d ago · last seen 2h ago
The listing
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.
Summary: LumiMeds, a fast-growing telehealth startup focusing on weight management and long-term metabolic health, is seeking an Operations Manager to lead our Customer Service function. This role is pivotal in ensuring the delivery of exceptional patient experiences in a high-volume, high-growth environment. The Operations Manager will be responsible for optimizing customer support processes, leading a dedicated team, and collaborating with cross-functional departments to address root issues and drive continuous improvement.
Responsibilities:
- Own end-to-end performance of the Customer Service function, ensuring support coverage, quality, and SLAs align with company growth.
- Lead, coach, and develop the customer service team, including hiring, onboarding, and performance management of representatives and team leads.
- Design and continuously improve support workflows, escalation paths, staffing, and scheduling to enhance efficiency and reduce cost-to-serve.
- Act as the senior escalation point for complex or sensitive patient and customer issues, ensuring resolutions meet healthcare brand standards.
- Partner with Payments, Fraud, Fulfillment, and Pharmacy Operations to address billing, shipping, and order issues at their root.
- Translate recurring patient friction points into actionable feedback for Product, Clinical, and Compliance teams.
- Own key performance metrics — CSAT, response/resolution times, volume, and team productivity — and report progress to leadership.
- Build and maintain the operational foundation (tools, processes, documentation) that allows Customer Service to scale reliably.
Required Skills:
- 2+ years of experience in a BPO or call center environment managing inbound customer service or support operations, including direct people management.
- Proven track record of meeting SLA, quality, and CSAT targets in a high-volume inbound phone, chat, or email environment.
- Experience in building or improving call center workflows, scripts, staffing, and scheduling to handle fluctuating inbound volume.
- Strong analytical skills, with the ability to use call center reporting and data for coaching and operational decisions.
- Excellent written and verbal communication skills in English, with comfort working in a fast-paced, evolving startup environment.
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.
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
Please note: This role requires professional-level English communication and availability to work U.S. business hours.