Job Overview
Location
London
Job Type
Full-time
Category
Customer Support
Date Posted
April 1, 2026
Full Job Description
đź“‹ Description
- • As the first dedicated Technical Support Lead at Anima App Ltd., you will own and define the foundation of world-class customer support for a mission-driven healthcare AI platform that delivers precision medicine to millions of patients worldwide. Your work will directly impact patient outcomes by ensuring users receive fast, empathetic, and effective support, turning frustration into trust and enabling the company to scale its life-saving technology.
- • You will serve as a player-coach on the front lines of customer engagement, handling inbound support conversations via Intercom across chat, email, and video calls—from routine inquiries to complex technical troubleshooting—while simultaneously designing and implementing the systems, documentation, and automation that will transform reactive support into a proactive, scalable engine for retention and growth.
- • You will partner closely with product, engineering, and revenue teams to translate customer pain points into actionable product improvements, create high-fidelity Linear tickets with full reproduction steps and impact analysis, and identify cross-sell/up-sell opportunities that align with Anima’s mission of delivering personalized medicine at scale.
- • You will build and maintain the internal knowledge base and Help Centre, produce clear Loom tutorials and SOPs, and establish metrics-driven processes to track first response time, CSAT, and resolution time—continuously optimizing workflows through automation with the growth team to reduce manual effort and increase support efficiency.
- • You will develop deep product expertise across Anima’s AI-powered platform, becoming the go-to expert for both customers and internal teams, while honing your ability to communicate complex technical concepts clearly—whether writing detailed engineering notes or crafting warm, accessible messages for users of varying technical backgrounds.
- • You will operate with calm under pressure, managing multiple concurrent conversations and priorities without compromising quality, and consistently demonstrate ownership by ensuring no ticket or customer concern is left unresolved, reinforcing a culture of reliability and excellence.
- • You will help shape the long-term vision of Anima’s support function, establishing best practices, playbooks, and automation strategies that will serve as the blueprint for scaling a high-performing, empathetic support organization as the company grows toward its goal of delivering superhuman, personalized medicine to anyone, anywhere, in under 24 hours.
🎯 Requirements
- • 4+ years of professional experience in customer support, operations, or a related technical role, with proven success supporting complex products for diverse stakeholders.
- • Exceptional written and verbal communication skills, with the ability to translate complex technical issues into clear, empathetic, and actionable language for both customers and internal teams.
- • Strong problem-solving mindset and comfort working in support tools like Intercom for extended periods, with a track record of owning issues through to resolution and proactively escalating product bugs with detailed context.
- • Experience creating high-quality technical documentation, SOPs, and knowledge base articles, including familiarity with tools like Linear, Notion, or similar platforms for ticketing and process management.
- • Demonstrated ability to identify recurring customer pain points, collaborate with product and engineering teams to drive fixes, and identify automation opportunities to improve support efficiency.
- • Calm under pressure, with the ability to manage multiple concurrent conversations and priorities while maintaining composure and constructive engagement, even during high-stress or frustrated customer interactions.
🏖️ Benefits
- • Mission-driven impact: Your work directly contributes to saving lives by improving access to precision medicine through Anima’s AI-powered healthcare platform serving millions of patients.
- • Autonomy and ownership: As the first hire in this role, you will shape the entire support function from the ground up, defining processes, tools, and culture that will scale with the company.
- • Hybrid player-coach role: Combine hands-on customer support with strategic initiatives like automation, documentation, and cross-functional collaboration—ideal for those who love both solving problems and building systems.
- • Remote-first flexibility with UK timezone preference: Work from anywhere while collaborating with a tight-knit, mission-focused team operating at the cutting edge of healthcare AI and reinforcement learning.
- • Growth and learning opportunities: Deepen expertise in complex SaaS products, healthcare technology, process automation (Zapier, Retool, etc.), and cross-functional product development in a fast-moving startup environment.
- • Meaningful recognition: Be part of a team where your contributions are seen, valued, and tied directly to real-world patient outcomes and company growth.
Skills & Technologies
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Senior
Remote
About Anima App Ltd.
Anima App Ltd. provides a design-to-code platform that converts Figma, Adobe XD and Sketch prototypes into developer-friendly HTML, React and Vue code. Founded in 2017 and headquartered in Tel-Aviv, the company enables designers to export responsive, interactive components while maintaining fidelity to original designs. Its technology parses design layers, applies auto-layout rules, and generates clean code that engineers can customize, aiming to reduce manual handoff time and accelerate product development cycles for digital teams.
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