Remote Technical Support Lead – Healthcare AI

Anima; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Job summary

Anima is hiring a Technical Support Lead to ensure fast, empathetic, and effective user interactions. You will co-lead the support desk, resolve issues via chat, email, and video, and design automations, workflows, and SOPs to scale a high-performing team.

You will build playbooks, contribute to the knowledge base, and track metrics to improve customer satisfaction, retention, and growth. This remote role prefers candidates in the UK timezone and with a passion for healthcare impact.

Qualifications

• 2+ years of professional experience in customer support or related field.
• Demonstrated success supporting a complex product for diverse stakeholders.
• Reliability and ownership.
• Mission-aligned and passionate about improving healthcare.

Responsibilities

• 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.

Skills

Customer-first mindset

Relentless problem solver

Product expertise

Operational precision

Clear communication

Calm under pressure

Tools

Intercom

Job description

Anima is hiring a Technical Support Lead to ensure fast, empathetic, and effective user interactions. You will co-lead the support desk, resolve issues via chat, email, and video, and design automations, workflows, and SOPs to scale a high-performing team.

You will build playbooks, contribute to the knowledge base, and track metrics to improve customer satisfaction, retention, and growth. This remote role prefers candidates in the UK timezone and with a passion for healthcare impact.