Lumimeds - Operations Manager — AI-First, Customer Support & Systems
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Requirements
• 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 • 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
Benefits
• 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.
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