Customer Support Operations Manager (south America)

LumiMeds

South America
Fully remote
Manage day-to-day customer support operations
Oversee cs performance across channels
Monitor kpis and drive improvement
LumiMeds is seeking a Customer Support Operations Manager to lead and scale its global support team, primarily targeting candidates based in South America. The role emphasizes hands-on leadership, improving workflows, and ensuring high-quality customer service in a fast-paced, remote-first environment

Job Summary

  • Partner closely with the leadership team to manage day-to-day Customer Support operations.
  • Monitor KPIs (response times, resolution rates, CSAT, escalations) and drive continuous improvement.
  • Support hiring, onboarding, training, and coaching of CS team members.

Matching Summary

Match Score: 85

LumiMeds is seeking a Customer Support Operations Manager to lead and scale its global support team, primarily targeting candidates based in South America. The role emphasizes hands-on leadership, improving workflows, and ensuring high-quality customer service in a fast-paced, remote-first environment.

Skills & Requirements

Must-have

  • Manage day-to-day Customer Support operations
  • Oversee CS performance across channels
  • Monitor KPIs and drive improvement
  • Design, document, and refine SOPs
  • Support hiring, onboarding, and training
  • Act as escalation point for issues
  • Collaborate with cross-functional teams

Nice-to-have

  • Thrives in fast-moving environments
  • Loves building systems
  • Supports frontline teams without micromanaging
  • Takes initiative rather than wait for direction

Key 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

Work Rights

Not specified

Tailored Resume

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