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Operations Manager — AI-First, Customer Support & Systems at Lumimeds. . Location: Remote - India, South America, Europe. 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.. 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.. . 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.