Customer Support Operations Lead

About the Position

Customer Support Operations Lead

Anima is on a mission to revolutionize healthcare through personalized medicine. We're a fast-growing company with a flat hierarchy and a culture akin to the crew of a spaceship, deeply committed to our mission. We're now in 1,100+ clinics, serving over 20% of the UK population, and have solved over 5.7 million patient cases in the past year alone, saving an estimated 8,600 lives.

We are seeking a Customer Support Operations Lead to ensure every user interaction is fast, empathetic, and effective. As the second dedicated hire in this function, you’ll define how world-class support operates at Anima, setting the blueprint for our long-term success.

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.

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.

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 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.

We Offer

• Opportunity to work in a mission-driven company focused on improving healthcare.
• Collaborative and supportive work environment.
• Potential for career growth and leadership opportunities.

About the Company

Anima is a fast-growing company with a flat hierarchy and a culture akin to the crew of a spaceship, deeply committed to our mission. We're now in 1,100+ clinics, serving over 20% of the UK population, and have solved over 5.7 million patient cases in the past year alone, saving an estimated 8,600 lives.