Anima is seeking a Customer Support Operations Lead to become the backbone of our customer experience. In this role, you will have full ownership over how our support organization operates, from designing processes and automations to building workflows and scaling a team. You will be instrumental in our mission to deliver precision medicine to everyone in the world in under 24 hours.

What You'll Do

Lead Anima's support desk, engaging with customers via chat, email, and video calls to solve problems.
Handle inbound support conversations, from simple questions to complex troubleshooting.
Host short virtual calls with customers to resolve issues quickly.
Create high-quality 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 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.
Implement automations to speed up ticket routing, triage, and follow-up.
Help build and refine playbooks that enable us to scale the support organization effectively.
Work closely with product managers and engineers to ensure bugs and customer concerns are understood and prioritized.
Work closely with the revenue team to identify the best cross-selling/up-selling opportunities.

What We're Looking For

4+ years of professional experience in customer support, operations, or a similar role.
Customer-first mindset: love speaking with customers and solving their problems quickly, clearly, and empathetically.
Relentless problem solver: enjoy diving deep into issues and finding solutions, even when they are messy or ambiguous.
Product expertise & cross-functional working: become a true product matter expert across all Anima product lines.
Operational precision and strategic thinking: keep support processes organised, documented, and efficient.
Clear, concise communication: exceptional written communication skills.
Calm under pressure: can manage multiple conversations and priorities without dropping the ball.
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.

Nice to Have

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.