Customer Support Operations

I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the medical knowledge and clinicians were there. It was the system that failed: the way information moved, decisions got routed, and fragmented teams and data turned solvable problems into tragedy. I started Anima to change that. Our mission is human wellbeing, and we believe personalised medicine will transform it. Our founding insight is that getting there requires a system that learns continuously from care and its outcomes, optimising for human wellbeing. Building that learning engine is the opportunity at the heart of Anima. We're now in 1,000+ clinics across 4 product lines, serving more than 25% of the UK population. We are cash flow positive, growing fast, and have a tight crew of ~45 people who care deeply for each other and the mission. Everyone has real ownership and a voice in decisions. Multiple trillion-dollar companies will be built in healthcare over the next two decades. We intend to be one of them. If you want to work on problems where the stakes are high, you belong at Anima. Your work here will save lives. -- Shun Role Overview Anima is hiring another Technical Support Member 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 third 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. Help to 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. 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 help to 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, Training 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. What we offer Anima should be where you do your life’s best work. We support that with: Time off: 25 days’ annual leave plus 8 UK public holidays, with flexible additional time off. Health cover: private medical, dental, vision and mental health insurance. Parental leave: 12 weeks’ maternity leave at full pay, rising to 24 weeks after two years; 4 weeks’ paternity leave at full pay. Pension: 4% employer contributions, with salary sacrifice and 100% of the employer National Insurance savings passed on to you. Learning: £1,000 annual budget for your development. Fitness: gym subscription matching up to £50 per month. Equipment: a high-spec MacBook and a home office budget. Time together: two full-team off-sites each year, previous destinations include Mykonos and Mexico. Farringdon office: a beautiful new London HQ, with most of the team together at least twice a week. Everyone is welcome at Anima. We strongly believe in building a diverse and inclusive team. If you’re excited by our mission and believe you could do this work well, we’d love to hear from you, even if your experience doesn’t match every point above. If adjustments would help you participate fully in the interview process, please let us know.