anima - Technical Support Lead
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. • 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.
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. • 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.
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