Customer Support Operations Lead

Anima is hiring a dedicated Customer Support Operations Lead (open to all levels of seniority) to become the backbone of our customer experience, ensuring every user interaction is fast, empathetic, and effective. This role provides full ownership over how the support organisation operates — from designing automations and processes to building SOPs, workflows, and eventually leading and scaling a team. You will lead Anima's support desk, engaging with customers through chat, email, and video calls to solve problems and ensure nothing slips through the cracks. Responsibilities include creating high-quality Linear tickets with full reproduction steps, logs, and customer impact details; building and maintaining an internal support knowledge base for faster issue resolution; and regularly assessing where support time is spent and proposing automation opportunities with the growth team.