Technical Support Lead at Anima

Hi, I’m Shun, founder and CEO of Anima. I left my career as a doctor because I was tired of seeing patients die from delays and misdiagnosis. Our mission is to deliver precision medicine to anyone, anywhere, in under 24 hours. Our platform already serves millions of patients and 10xs the capacity of doctors. But the truth is, we’re just getting started. We’re building toward a superhuman, personalised medicine agent that could go well beyond humans, crunching tens of thousands of low level features at genome and transcriptome level. We’re a tight crew of builders and operations working at the cutting edge of healthcare reinforcement learning and agentic AI, and we’re looking for exceptional people to join us. If you want your skills to have the highest possible stakes, you belong at Anima. Your work here will save lives. Period. 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. - You see every conversation as a chance to build trust and deepen relationships. - You adapt your tone and style to fit the customer’s needs and background. - Relentless Problem Solver - You enjoy diving deep into issues and finding solutions, even when they are messy or ambiguous. - You are comfortable working in Intercom for hours, chasing down answers, and following threads until they are resolved. - You proactively escalate product bugs or usability issues with clear, actionable context for engineering. - Product Expertise & Cross-Functional Working - You become a true product matter expert across all Anima product lines. - You create high-quality Linear tickets that contain all relevant details for the product team to reproduce and fix issues. - You work closely with product managers and engineers to ensure bugs and customer concerns are understood and prioritised. - You work closely with the revenue team to identify the best cross-selling/up-selling opportunities - Operational Precision and Strategic Thinking - You keep support processes organised, documented, and efficient. - You regularly assess which activities take the most time and identify opportunities for automation, working with the growth team to implement solutions. - You take pride in ensuring no ticket or customer query is ever left unresolved. - Clear, Concise Communication - Exceptional written communication skills that make complex topics simple and professional. - Comfortable switching between detailed internal notes for engineers and friendly, approachable messaging for customers. - Calm Under Pressure - You can manage multiple conversations and priorities without dropping the ball. - You stay composed and constructive, even when customers are frustrated or urgent issues arise. BONUS POINTS - 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. EXPERIENCE & ATTRIBUTES - 4+ years of professional experience in customer support, operations, or a similar role. This role is open to candidates of all experience levels, with potential to grow into leadership responsibilities such as leading a team and shaping technical direction. - 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. THIS ROLE IS NOT FOR - People looking for a temporary role before moving to another function. - Those who dislike repetitive problem-solving or spending extended time in support tools. - Anyone who avoids direct customer interaction. - People who need a perfectly predictable day-to-day workload. This role is remote, with a preference for candidates based in the UK timezone.