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Team Leader – Customer Support & Operations

Philippines

About LumiMeds

LumiMeds is a fast-growing U.S.-based telehealth company focused on weight management and long-term metabolic health. We work with a fully remote, globally distributed team and pride ourselves on moving quickly, communicating clearly, and building systems that actually work.

If you’re someone who thrives in a high-ownership environment, values structure and accountability, and enjoys working with U.S.-based teams, you’ll feel right at home here.

Location: Remote (Philippines)
Work Hours: U.S. business hours
Department: CS / Operations

About the Role

We’re looking for an experienced Customer Support Team Leader to help manage and support our frontline CS/OPS team. This role will work closely with our Operations Manager and Customer Support leadership to ensure day-to-day execution, coaching, and performance standards are met.

This is a hands-on role ideal for someone who enjoys mentoring agents, enforcing process consistency, and keeping support operations running smoothly in a fast-paced environment.

What You’ll Do

  • Lead and support a team of Customer Support Representatives

  • Monitor daily performance across chat, email, and phone channels

  • Coach team members on quality, tone, accuracy, and efficiency

  • Ensure adherence to SOPs, workflows, and service-level expectations

  • Handle escalations and support agents with complex cases

  • Track attendance, schedules, and coverage during U.S. business hours

  • Provide feedback and performance insights to CS leadership

  • Assist with onboarding and training new hires

What We’re Looking For

  • 4+ years of experience in Customer Support or a Team Lead role

  • Prior experience leading or mentoring a support team

  • Strong written and spoken English communication skills

  • Comfortable working U.S. time zones

  • Highly organized, reliable, and detail-oriented

  • Calm, professional, and supportive leadership style

  • Experience in telehealth, healthcare, SaaS, or BPO environments is a plus

Location & Eligibility

  • Open to candidates based in the Philippines

  • Must have a stable internet connection and a quiet remote work setup

Why Join LumiMeds

  • Work with a remote-first, global team

  • Clear growth path into Senior Lead or Operations roles

  • Supportive leadership and structured processes

  • Opportunity to make a real impact on customer experience

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.

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As part of our screening process, we’d like to quickly assess your technical setup and basic problem-solving skills. Please complete the following steps:
1. Internet Speed : Go to speedtest.net, run a test, and send us a screenshot of the results.
2. Computer Specs : Send a screenshot showing your device specifications (RAM, processor, OS)