[Hiring] Technical Support Lead @Anima

Role Description

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 first 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.
• Designing automations and workflows.
• Creating documentation and SOPs.
• Building playbooks to help 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.

Qualifications

• Customer-First Mindset
• Relentless Problem Solver
• Product Expertise & Cross-Functional Working
• Operational Precision and Strategic Thinking
• Clear, Concise Communication
• Calm Under Pressure

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 a startup or fast-moving environment.

Requirements

• 4+ years of professional experience in customer support, operations, or a similar role.
• 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.

Benefits

• This role is remote, with a preference for candidates based in the UK timezone.