Head of Enterprise Support

Anthropic•San Francisco, NY

3d•$250,000 - $320,000•Hybrid

About The Position

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

Requirements

Have 12+ years of experience in customer support, with at least 6 years leading support teams and 3+ years as a manager of managers
Have built or scaled enterprise and/or paid support programs from the ground up, including defining SLAs, pricing, and service delivery models
Have a strong track record of building high-performing, globally distributed support teams
Are deeply experienced in B2B/enterprise support for technical products (SaaS, APIs, developer tools)
Are data-driven and metrics-oriented; you know how to set goals, measure performance, and use insights to improve
Have excellent judgment and can balance customer needs with business priorities
Are a strong cross-functional partner, especially with Sales/GTM teams
Communicate with clarity and empathy, whether with customers, executives, or your own team
Are energized by ambiguity and building something new; you thrive in fast-paced, evolving environments
Are genuinely curious about AI and excited to support customers using Anthropic's products

Responsibilities

Team Leadership Lead and scale a global team of Support Managers and Specialists across AMER and EMEA
Build a high-performance culture rooted in customer obsession, operational excellence, and continuous improvement
Own hiring, onboarding, career development, and performance management for the human support organization
Develop and mentor managers to lead their own high-performing teams
Enterprise & Paid Support Define and execute the strategy for our paid enterprise support offering, including tiered support packages, contractual SLAs, and expanded support channels
Build and operationalize 24/7 human support coverage for premium customers
Own the P&L, pricing strategy, and go-to-market approach for paid support in partnership with Sales and Finance
Establish service delivery frameworks that consistently meet or exceed contractual commitments
Operations & Strategy Set team-wide goals, KPIs, and operating rhythms; use data to drive decisions and demonstrate impact
Design and optimize support processes, workflows, and tooling to improve quality, efficiency, and scalability
Own escalation management and ensure critical customer issues are resolved with urgency and care
Drive voice-of-customer insights to Product, Engineering, and leadership to improve the overall customer experience
Cross-Functional Partnership Partner closely with Sales, Account Executives, and Customer Success to deliver seamless enterprise customer experiences
Collaborate with Product and Engineering on product feedback loops, beta programs, and technical escalations
Represent Support in executive reviews and cross-functional planning