Customer Support Operations Lead

Job description

I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the science and the clinicians were fine. It was the system around them that failed: the way information moved, the way decisions got routed, and the way fragmented teams and fragmented data turned solvable problems into tragedy. Our mission is human wellbeing, and we're focusing on the breakthrough technology of personalised medicine. Since the beginning, our proprietary insight has always been that the company to create a true active learning data engine with a loss function against human wellbeing would be the one to crack it, becoming one of the most impactful companies in the world as a result. We're now in 1,100+ clinics, across 4 product lines, serve >20% of the UK population, and have solved >5.7 million patient cases in the past 12 months alone, saving an estimated 8,600 lives. We are cash flow positive, growing fast, and have a tight crew of ~35 people. Multiple trillion-dollar companies will be built in healthcare over the next two decades, and we intend to be one of them. We have a knights of the round table culture with a flat hierarchy, where we empower builders to have outsized impact on millions of lives, and where we collaboratively converge on the optimal action without dogma or ego. We're all here to serve a greater mission than ourselves. The closest analogy for our culture is probably Firefly (the TV series): a small crew on a ship at the frontier, each person exceptional in a specific way, deeply loyal to each other and the mission, resourceful under constraints, and having a genuinely good time doing something that matters. We're carefully curated, lean, and wholeheartedly in. If you want your skills to be at the highest possible stakes, you belong at Anima. Your work here will save lives. - Shun ROLE OVERVIEW Anima is hiring another Technical Support Lead to ensure every user interaction is fast, empathetic, and effective. We’re looking for a technical IC who takes genuine pride in building and delivering world-class support that drives customer satisfaction, retention, and growth. As the second dedicated hire in this function, you’ll own and define how world-class support operates at Anima, setting the blueprint for our long-term success. You’ll be a true player-coach: co-leading Anima’s support desk, resolving customer issues via chat, email, and video calls, while also designing automations and workflows, creating the documentation and SOPs, and building the playbooks that will help us scale a high-performing support organization. EXAMPLE TASKS YOU MAY OWN - Handle inbound support conversations via Intercom, from simple questions to complex troubleshooting. - Host short virtual calls with customers to resolve issues quickly. - Create high-quality Linear tickets with full reproduction steps, logs, and customer impact details. - Build and maintain an internal support knowledge base for faster issue resolution. - Contribute to and improve our Help Centre with clear, helpful articles. - Record short Loom videos to walk customers through solutions or product features. - Identify recurring customer pain points and work with product to address them. - Track and report key support metrics such as first response time, CSAT, and resolution time. - Regularly assess where support time is spent and propose automation opportunities with the growth team. - Implement automations to speed up ticket routing, triage, and follow-up. WHAT WE’RE LOOKING FOR - Customer-First Mindset - You love speaking with customers and solving their problems quickly, clearly, and empathetically. - You see every conversation as a chance to build trust and deepen relationships. - You adapt your tone and style to fit the customer’s needs and background. - Relentless Problem Solver - You enjoy diving deep into issues and finding solutions, even when they are messy or ambiguous. - You are comfortable working in Intercom for hours, chasing down answers, and following threads until they are resolved. - You proactively escalate product bugs or usability issues with clear, actionable context for engineering. - Product Expertise & Cross-Functional Working - You become a true product matter expert across all Anima product lines. - You create high-quality Linear tickets that contain all relevant details for the product team to reproduce and fix issues. - You work closely with product managers and engineers to ensure bugs and customer concerns are understood and prioritised. - You work closely with the revenue team to identify the best cross-selling/up-selling opportunities - Operational Precision and Strategic Thinking - You keep support processes organised, documented, and efficient. - You regularly assess which activities take the most time and identify opportunities for automation, working with the growth team to implement solutions. - You take pride in ensuring no ticket or customer query is ever left unresolved. - Clear, Concise Communication - Exceptional written communication skills that make complex topics simple and professional. - Comfortable switching between detailed internal notes for engineers and friendly, approachable messaging for customers. - Calm Under Pressure - You can manage multiple conversations and priorities without dropping the ball. - You stay composed and constructive, even when customers are frustrated or urgent issues arise. BONUS POINTS - Experience with Intercom or similar support platforms. - Experience supporting a complex product with a wide variety of stakeholders across different levels of technical competency. - Familiarity with healthcare, SaaS, or other complex Operating System (OS) style platforms. - Interest in process automation tools such as Zapier, Notion, or Retool. - Prior experience in Implementation or Teaching. - Prior experience in a startup or fast-moving environment. EXPERIENCE & ATTRIBUTES - 2+ years of professional experience in customer support, operations, or a similar role. This role is open to candidates of all experience levels, with potential to grow into leadership responsibilities such as leading a team and shaping technical direction. - Demonstrated success supporting a complex product for diverse stakeholders. - Track record of reliability and ownership. - Mission-aligned and passionate about improving healthcare and creating real-world impact. THIS ROLE IS NOT FOR - People looking for a temporary role before moving to another function. - Those who dislike repetitive problem-solving or spending extended time in support tools. - Anyone who avoids direct customer interaction. - People who need a perfectly predictable day-to-day workload. This role is remote, with a preference for candidates based in the UK timezone.