Team Leader – Customer Support & Operations - Europe
Reims, Grand Est, France · Remote Solely
Mid level
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Team Leader – Customer Support & Operations - Europe
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Full-time
Remote Work, Growth Potential
Posted 27d ago
~40 hrs/week
Remote in Poland
Responsibilities
Lead and manage the frontline customer support and operations team during U.S. business hours. Drive team performance through metric analysis, handle complex escalations, and optimize operational workflows.
Requirements
Requires 4+ years of customer support experience with at least 2 years in a leadership role. Must possess professional-level English skills and the ability to work U.S. business hours from Europe or Poland.
Full job description
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.
Why Join LumiMeds
Remote-First Global Team: Work from home with a team that values output over micromanagement.
Real Impact: You aren't just a cog in the wheel; your ability to lead will directly shape our customer experience.
Growth Potential: Clear path to the Operations Management for those who demonstrate true ownership.
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.
LumiMeds is a telehealth platform dedicated to providing patients with long-term, affordable health care. We understand that every patient has unique needs, so we carefully design personalized health plans to offer the best possible care. Our goal is to build lasting relationships with our patients, empowering them to improve their quality of life. Seeing those improvements firsthand is what drives us—it’s what makes all the difference.
How many Technology jobs are open in Reims, France right now?
There are currently 152 open technology positions in Reims, France listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Reims, France?
Companies currently hiring include JustMarkets, Welocalize, Nebius, Growe, Cloudbeds, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Reims, France?
Yes — 127 of the 152 open technology positions offer remote or hybrid work (115 remote, 12 hybrid).
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