Customer Support Operations Lead

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Precision Medicine, AI, Reinforcement LearningIndustries

Requirements

The ideal candidate possesses a customer-first mindset, enjoys solving problems quickly, clearly, and empathetically, and adapts their communication style to the customer's needs. They should be a relentless problem-solver, comfortable working extensively in support platforms, and proactive in escalating issues with clear, actionable context. Product expertise and the ability to work cross-functionally are crucial, along with operational precision, strategic thinking, and exceptional written communication skills.

Responsibilities

The Customer Support Operations Lead will be responsible for leading the support desk, interacting with customers via chat, email, and video calls to resolve issues and ensure customer satisfaction. This role involves building and refining support playbooks, codifying best practices, and designing automations and processes to scale the support organization. The lead will also create high-quality tickets for product teams, collaborate with product managers and engineers on bug fixes and customer concerns, and work with the revenue team to identify cross-selling and up-selling opportunities.

Skills

Customer Support

Operations Management

Process Design

Automation

SOP Development

Workflow Management

Team Leadership

Scaling Teams

Customer Experience

Problem-Solving

Communication

Anima

Automates patient triage for healthcare providers

About Anima

Anima Health focuses on improving patient care by automating the triage process for general practitioners and outpatient clinics. Their platform helps healthcare providers prioritize patient treatments based on the severity of conditions, making it easier to manage patient requests. The system integrates with SystmOne TPP, a popular electronic health record system, ensuring that all patient interactions are recorded and easily accessible. This integration allows healthcare providers to spend more time on patient care rather than administrative tasks. Anima Health operates on a subscription-based model, providing continuous updates and support to its clients. By streamlining operations and enhancing the patient experience through automated reporting and notifications, Anima Health aims to help clinics deliver better care more efficiently.

London, United KingdomHeadquarters

2021Year Founded

$14.2MTotal Funding

SERIES_ACompany Stage

Enterprise Software, HealthcareIndustries

51-200Employees

Benefits

Remote Work Options

Flexible Work Hours

Risks

Integration challenges with SystmOne TPP could disrupt Anima's platform functionality.

Intensifying competition in healthcare technology threatens Anima's market position.

Data privacy concerns could impact Anima's reputation if mishandled.

Differentiation

Anima automates patient triage, reducing administrative tasks for healthcare providers.

The platform integrates seamlessly with SystmOne TPP, enhancing efficiency in patient care.

Founded by doctors, Anima offers a unique perspective on healthcare system challenges.

Upsides

Anima's €11 million Series A funding accelerates its deployment in healthcare settings.

Integration with AI-driven tools enhances Anima's triage accuracy and speed.

The rise of telehealth services boosts demand for Anima's remote patient management capabilities.

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