Customer Support Operations Lead - Remote

Overview

Anima is hiring a dedicated Customer Support Operations Lead to become the backbone of our customer experience, ensuring every user interaction is fast, empathetic, and effective.

In Short

• Lead Anima's support desk and ensure effective customer interactions.
• Design automations and processes for support operations.
• Build SOPs and workflows for scaling the support team.
• Handle customer inquiries via chat, email, and video calls.
• Refine playbooks to scale the support organization.
• Adapt communication style to fit customer needs.
• Proactively solve problems and escalate issues when necessary.
• Collaborate with product and revenue teams for insights and solutions.
• Document and organize support processes efficiently.
• Identify automation opportunities to improve support efficiency.

Requirements

• 4+ years of experience in customer support or operations.
• Strong customer-first mindset with problem-solving skills.
• Exceptional written and verbal communication skills.
• Experience with Intercom or similar support platforms.
• Ability to manage multiple priorities under pressure.
• Experience in a startup or fast-paced environment is a plus.
• Familiarity with healthcare or SaaS products is advantageous.
• Interest in process automation tools.
• Demonstrated success supporting complex products.
• Passionate about improving healthcare.

Benefits

• Opportunity to shape the support function at Anima.
• Work in a mission-driven company focused on healthcare.
• Remote work flexibility with a preference for UK timezone candidates.
• Potential for growth into leadership responsibilities.
• Be part of a team making a real-world impact.