Technical Support Lead
Company:Anima
Location:UK, UK
Languages:English
Seniority level:Lead, 4+ years
Experience:4+ years
Skills:
LeadershipJiraProduct OperationsCross-functional Team LeadershipOperations ManagementProblem SolvingTeam managementProcess improvementCustomer support
Requirements:
4+ years of professional experience in customer support, operations, or similar Demonstrated success supporting a complex product Track record of reliability and ownership Mission-aligned and passionate about improving healthcare Experience with Intercom or similar support platforms (bonus) Familiarity with healthcare, SaaS, or complex OS platforms (bonus) Interest in process automation tools (bonus)
Responsibilities:
Handle inbound support conversations Host virtual calls with customers Create detailed tickets for product issues Build and maintain internal support knowledge base Contribute to Help Centre articles Record Loom videos for customer guidance Identify recurring customer pain points Track and report key support metrics Assess support time allocation and propose automation Implement automations for ticket processing
