About Anima
Our mission is human wellbeing, and we're focusing on the breakthrough technology of personalised medicine. Since the beginning, our proprietary insight has always been that the company to create a true active learning data engine with a loss function against human wellbeing would be the one to crack it, becoming one of the most impactful companies in the world as a result.

We're now in 1,100+ clinics, across 4 product lines, serve >20% of the UK population, and have solved >5.7 million patient cases in the past 12 months alone, saving an estimated 8,600 lives. We are cash flow positive, growing fast, and have a tight crew of ~35 people.

Role Overview
Anima is hiring another Technical Support Lead 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 first 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.
• 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.

What We’re Looking For

• Customer-First Mindset: You love speaking with customers and solving their problems quickly, clearly, and empathetically.
• Relentless Problem Solver: You enjoy diving deep into issues and finding solutions, even when they are messy or ambiguous.
• Product Expertise & Cross-Functional Working: You become a true product matter expert across all Anima product lines and work closely with product managers and engineers.
• Operational Precision and Strategic Thinking: You keep support processes organised, documented, and efficient.
• Clear, Concise Communication: Exceptional written communication skills that make complex topics simple and professional.
• Calm Under Pressure: You can manage multiple conversations and priorities without dropping the ball.

Experience & Attributes

• 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.

Bonus Points

• Experience with Intercom or similar support platforms.
• 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.

Anima is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.