Team Leader – Customer Support

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.

Location: Remote (Anywhere in Europe/Poland)
Work Hours: U.S. business hours
Department: CS / Operations

About the Role

We are looking for a decisive and autonomous Customer Support Team Leader to take ownership of our frontline CS/OPS team. This is not a role for someone who waits for instructions. We need a leader who can step in, assess the situation, unblock agents, and drive performance without needing constant supervision from the Operations Manager.

You will be the primary point of contact for your team during your shift. Your goal is to ensure the ship runs smoothly, standards are upheld, and problems are solved before they need to be escalated to upper management.

What You'll Do

• Own the Shift: You are responsible for the team’s output during US hours. You will manage coverage, attendance, and workflow distribution independently.
• Drive Performance, Don't Just Watch It: deeply analyze metrics (response time, CSAT, QA) and proactively intervene when an agent is falling behind.
• Be the First Line of Defense: You will handle complex escalations and agent questions. You should be the one providing answers, not asking the Ops Manager for them.
• Coach for Self-Sufficiency: Mentor agents on quality and tone, but more importantly, teach them how to use their resources so they become more independent.
• Enforce Standards: Hold the team accountable for SOPs and workflows. If a process isn’t working, suggest a fix rather than just complaining about it.
• Reporting with Insight: When you report to leadership, provide not just data, but insights and proposed solutions for any issues you've spotted.

What We're Looking For

• 4+ years experience in Customer Support, with at least 2 years in a leadership/mentor role.
• Extreme Ownership: You have a track record of taking initiative. You don’t say "I'm waiting for approval" when a customer is angry; you find a solution within established guidelines.
• Resourcefulness: You know how to find answers. You check the knowledge base, the history, and the SOPs before asking leadership for help.
• Decisiveness: You are comfortable making judgment calls in a fast-paced environment.
• Strong Command of English: Excellent written and verbal communication skills are non-negotiable.
• Reliability: You have a stable internet connection, a quiet environment, and impeccable attendance.
• Tech-Savvy: Experience with SaaS, Telehealth, or complex CRM tools is a major plus.

Why this role matters

Currently, our leadership team is spending too much time managing the day-to-day. We need you to be the anchor that stabilizes operations. If you are a leader who loves to build processes, empower agents, and take the lead without being pushed, this is the home for you.