Customer Support Operations
RemoteFull-timePosted 11mo ago
About the role
Technical Support Member at Anima to own and define world-class support operations, co-leading the support desk, resolving customer issues, and designing automations, documentation, and playbooks to scale support.
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.
Qualifications
- 2+ years of professional experience in customer support, operations, or a similar role.
- 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.
Skills
Required:Customer-First MindsetProblem SolvingProduct Expertise & Cross-Functional CollaborationCommunicationCalm Under Pressure
Last updated Sep 30, 2026. Interested? Apply on the company site.
About Anima
The next generation care enablement platform
Hey, thanks for reading! We founded Anima out of a very personal problem. Again and again, we saw people dying because they got bad care plans, weeks or months late. We build Care Enablement for care teams - combining online consultation with productivity tools in a realtime multiplayer dashboard. By doing this, we get people optimal care within 24 hours.
deep-learningsaasconsumer-health-services
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