Technical Support Lead
Technical Support Lead
Anima
Anima is seeking a Technical Support Lead to enhance customer experience by providing fast, empathetic, and effective support. This role involves leading the support desk, resolving customer issues, and creating documentation and workflows to scale support operations. The position is crucial for defining world-class support practices at Anima, a company focused on delivering precision medicine through innovative technology.
Qualification
- Proven experience in a technical support role, preferably in a SaaS environment.
- Strong communication skills, both written and verbal, with an empathetic approach to customer interactions.
- Experience with support tools such as Intercom and Linear.
- Ability to create clear documentation and training materials.
- Familiarity with automation tools and processes to improve support efficiency.
- Analytical skills to track and report on support metrics effectively.
- Experience in building and maintaining knowledge bases and help centers.
Responsibility
- Handle inbound support conversations via Intercom, addressing both simple questions and complex troubleshooting.
- Host virtual calls with customers to resolve issues quickly and effectively.
- Create detailed Linear tickets with reproduction steps, logs, and customer impact details.
- Build and maintain an internal support knowledge base for faster issue resolution.
- Contribute to and improve the Help Centre with clear, helpful articles for users.
- Record Loom videos to guide customers through solutions or product features.
- Identify recurring customer pain points and collaborate with the product team to address them.
- Track and report key support metrics such as first response time, CSAT, and resolution time.
- Assess support time allocation and propose automation opportunities with the growth team.
- Implement automations to enhance support efficiency.
