Customer Support Operations

I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the medical knowledge and clinicians were there. It was the system that failed: the way information moved, decisions got routed, and fragmented teams and data turned solvable problems into tragedy. I started Anima to change that. Our mission is human wellbeing, and we believe personalised medicine will transform it. Our founding insight is that getting there requires a system that learns continuously from care and its outcomes, optimising for human wellbeing. Building that learning engine is the opportunity at the heart of Anima. We're now in 1,000+ clinics across 5 product lines, serving more than 25% of the UK population. We are cash flow positive, growing fast, and have a tight crew of ~45 people who care deeply for each other and the mission. Everyone has real ownership and a voice in decisions. Multiple trillion-dollar companies will be built in healthcare over the next two decades. We intend to be one of them. If you want to work on problems where the stakes are high, you belong at Anima. Your work here will save lives. -- Shun £25k–£75k base, depending on location and experience, plus equity Remote, UK time zone THE ROLE When a clinic gets stuck, you’ll help them move forward. You’ll become an expert in Anima, untangle technical problems and give clinicians and practice teams clear, practical answers. This is a hands-on IC role with real ownership of how support develops at Anima. You’ll resolve customer issues while helping build the function: deciding what to measure, improving how the team works and shaping what excellent support looks like as we scale. WHAT YOU’LL DO - Own issues through to resolution. Support customers through Intercom, email and short video calls. Investigate thoroughly, keep people informed and follow through. - Make technical problems actionable. Reproduce bugs and give engineers clear steps, relevant logs and customer impact. Help distinguish product issues from gaps in understanding or setup. - Make answers easier to find. Turn useful solutions into Help Centre articles, internal guidance and short walkthroughs. - Build the support function. Identify what’s holding the team back and own improvements—from how we measure quality and prioritise work to the systems, playbooks and automations we use. Test new approaches, see whether they work and help the whole team improve. - Bring customer insight into the business. Help Product understand where users struggle, and work with Implementation and Customer Success when an issue needs broader attention. Success means customers get accurate answers quickly, issues reach a clear resolution, and the team gets better at preventing or handling the next one. WHAT YOU’LL BRING - Practical problem-solving. Evidence of getting to the bottom of unfamiliar problems, testing possible explanations and finding a workable solution. - Clear, empathetic communication. The ability to explain a complicated issue simply, adapt to different levels of technical confidence and build trust with frustrated customers. - High agency and drive. Examples of improving a process or building something useful—and seeing it through. - Reliability under pressure. Good judgement about urgency, careful follow-through and the ability to manage several conversations without losing track. - Curiosity about how products work. An appetite for learning Anima in depth and working closely with engineers to resolve problems. Relevant experience could come from customer support, technical operations, implementation or another role involving complex products and direct customer interaction. Experience with support platforms or process automation is useful; your judgement and results matter more than familiarity WHAT WE OFFER Anima should be where you do your life’s best work. We support that with: - Time off: 25 days’ annual leave plus 8 UK public holidays, with flexible additional time off. - Health cover: private medical, dental, vision and mental health insurance. - Parental leave: 12 weeks’ maternity leave at full pay, rising to 24 weeks after two years; 4 weeks’ paternity leave at full pay. - Pension: 4% employer contributions, with salary sacrifice and 100% of the employer National Insurance savings passed on to you. - Learning: £1,000 annual budget for your development. - Fitness: gym subscription matching up to £50 per month. - Equipment: a high-spec MacBook and a home office budget. - Time together: two full-team off-sites each year, previous destinations include Mykonos and Mexico. - Farringdon office: a beautiful new London HQ, with most of the team together at least twice a week. Everyone is welcome at Anima. We strongly believe in building a diverse and inclusive team. If you’re excited by our mission and believe you could do this work well, we’d love to hear from you, even if your experience doesn’t match every point above. If adjustments would help you participate fully in the interview process, please let us know.