[All remote jobs](https://jobicy.com/jobs.md)[![Anima logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/11/7f1b341a6771-221.webp)](https://jobicy.com/company/anima.md)[Anima](https://jobicy.com/company/anima.md) # Customer Support Operations AI Summary Anima is hiring a Customer Support Operations specialist to resolve complex customer issues for healthcare clinics and improve the support function as the company scales. The role combines hands-on technical support through Intercom, email, and video calls with operational ownership of workflows, quality measures, documentation, and automation. The successful candidate will investigate issues, reproduce bugs, provide engineers with actionable evidence, and share recurring customer insights with Product and Customer Success. Strong problem-solving, empathy, follow-through, and comfort working independently in a high-stakes healthcare environment are central to success.[Apply for this job](#job-application)[View company](https://jobicy.com/company/anima.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md)SalaryGBP 50k–75k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished14 Nov 2026Apply before14 Dec 2026Listing views59Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. 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](https://jobicy.com/company/anima.md) 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. Show more [Apply now >](https://jobicy.com/jobs/162107-customer-support-operations.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires diagnosing unfamiliar product and technical issues while managing multiple customer conversations and coordinating with engineering. It also carries ownership for building scalable support processes rather than simply following established playbooks. ## Salary analysis Estimated compensation compared with the broader UK market for similar roles. Estimated job median (per year)Above market£62,500UK market range (per year)£30k–£55k0£68.75k AI insightThe employer states a base salary range of £25,000–£75,000 per year plus equity. The annual period is confirmed by the ATS compensation metadata. The estimated UK market range for a customer support operations or technical support role is £30,000–£55,000 per year, varying by technical scope, seniority, and location. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical customer support](https://jobicy.com/jobs?search_keywords=Technical%20customer%20support.md)[Customer issue resolution](https://jobicy.com/jobs?search_keywords=Customer%20issue%20resolution.md)[Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md)[Bug reproduction](https://jobicy.com/jobs?search_keywords=Bug%20reproduction.md)[Incident investigation](https://jobicy.com/jobs?search_keywords=Incident%20investigation.md)[Intercom](https://jobicy.com/jobs?search_keywords=Intercom.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Knowledge base management](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20management.md)[Help Centre documentation](https://jobicy.com/jobs?search_keywords=Help%20Centre%20documentation.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[Support operations](https://jobicy.com/jobs?search_keywords=Support%20operations.md)[Workflow automation](https://jobicy.com/jobs?search_keywords=Workflow%20automation.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Customer insights](https://jobicy.com/jobs?search_keywords=Customer%20insights.md)[Prioritization](https://jobicy.com/jobs?search_keywords=Prioritization.md) Sample interview questionsHow do you approach a customer report that is vague and difficult to reproduce?I first acknowledge the impact and gather structured details, including the expected outcome, actual outcome, timestamps, user actions, account context, and screenshots or recordings. I test the most likely scenarios, review available logs, and keep the customer updated while documenting findings clearly for engineering if escalation is needed. Describe how you would decide whether a problem is a product bug, a configuration issue, or a training gap. I would compare the reported behavior with the intended product workflow, the customer’s setup, and known product limitations. I would reproduce the case where possible and check whether other customers experience the same behavior. I would then classify the issue with evidence and propose the appropriate next action, such as an engineering ticket, configuration guidance, or improved documentation. What support metrics would you introduce for a growing support function? I would begin with response time, time to resolution, backlog volume and age, reopen rate, customer satisfaction, and issue categories. I would also track quality indicators such as completeness of case notes and escalation quality. Metrics should guide improvements rather than encourage rushed or superficial responses. How would you turn a recurring support issue into a lasting operational improvement? I would quantify the pattern, identify the root cause, and assess whether the best intervention is product change, documentation, training, automation, or workflow redesign. I would pilot the improvement, measure its impact on contacts and resolution time, and update internal playbooks so the team can apply the learning consistently. How do you communicate with a frustrated clinician when a technical issue is still under investigation? I would communicate with empathy and clarity, confirm what I understand about the impact, and avoid making promises that cannot be kept. I would explain the next investigation step in plain language, provide a realistic update time, and offer a safe workaround where available. Regular, honest updates are important even before a final resolution is ready. Next step ## Apply now. 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