Operations Manager — AI-First, Customer Support & Systems

Operations Manager — AI-First, Customer Support & Systems

Location: Remote (India, South America, Europe)
Seniority: Manager — Individual Contributor + Team Lead

Work Hours: U.S. business hours

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.

The Role

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.

You'll own:

• Customer Support Operations — chat, email, phone performance across a globally distributed team
• AI-Powered Automation — identifying where LLMs and agents can replace manual workflows
• Systems & Tooling — partnering with engineering to design, spec, and build the infrastructure that makes support scale
• Process & Quality — SOPs, QA, escalation logic, and the metrics that hold it all together

The Ideal Background

We're looking for someone who could have been an engineer — or an analyst — and chose operations because they like seeing the full system end to end. You understand that a support team is a state machine: tickets flow through stages, each with inputs, outputs, and failure modes. You find the leaks and fix them structurally, not by adding more agents.

You also use AI tools seriously. You've automated work for yourself. You've written prompts that replaced a recurring task. You can sit with engineers and co-design an agent — not in vague terms, but with clear inputs, outputs, guardrails, and acceptance criteria.

The best ops people here are indistinguishable from engineers in systems conversations, and from founders in commercial ones.

What You'll Actually Do

Run CS performance day to day. Response times, resolution rates, CSAT, escalations — you monitor them, diagnose them, and drive them up. You're hands-on without micromanaging.

Leverage AI to solve ops problems at scale. When you see a repeating task, your first instinct is not to document it for the next hire. It's to ask whether a model, an agent, or a workflow automation can handle it — and then build or commission the solution.

Work directly with engineers to design systems. You write specs the same way a technical PM does: precise, structured, executable. You can sit in a design conversation with engineering and contribute real requirements, data flows, and edge cases. You can explain to an engineer why an agent needs a fallback without being told.

Build and refine SOPs, workflows, and internal tooling. You document what works, kill what doesn't, and version-control the systems that run support. You think of SOPs as living code, not static PDFs.

Hire, onboard, coach, and escalate. You still run a team. You support hiring, training, and development for CS staff, and you remain the escalation point for the hardest customer issues.

Collaborate cross-functionally. Product, Engineering, Clinical, and Ops all intersect in support. You're the one who sees the pattern first and turns it into a ticket, a spec, or a meeting that matters.

Measure everything. Every change you make has a baseline and a target. If you can't tell whether something worked, you didn't design it right.

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

What We're Looking For

Non-negotiables:

• 3–5+ years in Customer Support Operations, Support Management, or an adjacent ops/systems role
• Hands-on AI use — you've automated your own work, built something with an LLM, or designed a prompt/workflow that replaced a manual task
• Strong systems thinking — you can diagnose where a process breaks, 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

Nice to have:

• 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 — you break problems down, test hypotheses, and think in clear steps
• A side project, automation, or system you can point to and explain in detail

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.