Customer Support Operations Lead

Summary

Join Anima, a company aiming to deliver precision medicine globally within 24 hours, as their Customer Support Operations Lead. This role is not a stepping stone; it's for someone passionate about providing world-class support. As the first dedicated hire, you'll own the support organization's operation, designing automations, processes, SOPs, and workflows, eventually leading and scaling a team. You will directly interact with customers via chat, email, and video calls, solving problems and ensuring no issues are missed. You'll build and refine playbooks for scalability, codifying best practices and shaping the future of Anima's support. This is a remote position, preferably for UK timezone-based candidates.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• 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