London
Remote
Senior
Full Time
remoteUK timezone preferredcustomer supporttechnical support leadhealthcarestartup
Requirements
- •4+ 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.
- •Customer-first mindset with ability to adapt tone and style to customer needs.
- •Relentless problem solver comfortable working in Intercom and escalating product bugs.
- •Product expertise and ability to work cross-functionally with product managers, engineers, and revenue team.
- •Operational precision and strategic thinking to keep support processes organised and efficient.
- •Exceptional written communication skills for both internal and customer-facing communication.
- •Ability to stay calm under pressure and manage multiple conversations and priorities.
What You'll Do
- •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.
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 a startup or fast-moving environment.
About Anima
Combining online consultation with productivity tools and built with system-wide working at its core, Anima brings everything a care team needs into a single platform.
San Francisco, CA
10 - 50
Healthcare