Summary

Anima is hiring a remote customer support operations lead to co-lead its support desk while remaining a technical individual contributor. The role combines direct customer troubleshooting with support process design, documentation, metrics, and automation, with a preference for candidates in the UK timezone.

Responsibilities

• Handle inbound support conversations across customer channels
• Host virtual calls to resolve customer issues
• Create detailed tickets with reproduction steps and logs
• Maintain internal knowledge bases and help centre articles
• Identify recurring pain points for product teams
• Track response, satisfaction, and resolution metrics
• Implement automations for ticket routing and follow-up