Product Support Manager

Anthropic•San Francisco, CA

2d•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. We are hiring a Product Support Manager in NYC, Seattle, or San Francisco to manage a team of Product Support Specialists and focus on enhancing our Enterprise Support offering. In this role, you’ll be responsible for building and managing a happy and high-performing Specialist team that is at the front lines of safely delivering AI to the world. As part of a global Support organization, you’ll collaborate closely with peers in other regions to ensure users of all types have a great experience with Anthropic’s products.

Requirements

Have 6+ years of product support experience and 3+ years in a people management role
Have been part of a B2B Enterprise or Strategic Support team (as a bonus, you also understand the needs of Consumer, scaled support users)
Thrive in a fast-paced, ever-changing environment, and have demonstrated success in bringing your team along during periods of rapid growth
Successfully operate in ambiguity, practicing good judgment and awareness of broader priorities in order to make decisions and get things done
Care deeply about continuous improvement and elevating ambitions in the name of user experience
Enjoy building trust and collaborating closely with cross-functional partners
Can capably navigate tough conversations, empathetically driving solutions and steps forward
Value regularly seeking, providing, and incorporating feedback when it comes to the way you and your team operate
Are interested in developing deep product expertise in order to comprehensively support your team and knowledgeably role model user first behaviors
Prefer to use data to make decisions or advocate for users, and know your way around basic to intermediate SQL queries
Consider yourself at least somewhat knowledgeable with APIs and capable of confidently understanding technical documentation in order to help debug errors
Are comfortable working with a globally distributed team and building strong remote and in-office relationships
Are excited about Anthropic’s products and already familiar with some of the ways AI can have a positive impact on your work
Bachelor’s degree or an equivalent combination of education, training, and/or experience
A field relevant to the role as demonstrated through coursework, training, or professional experience
Years of experience required will correlate with the internal job level requirements for the position

Nice To Haves

Have been part of a B2B Enterprise or Strategic Support team (as a bonus, you also understand the needs of Consumer, scaled support users)

Responsibilities

Hire, lead, and develop a team of happy, high-performing Product Support Specialists
Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development goals and growth
Monitor team performance and course correct both in real-time and strategically as needed
Manage day to day team operations, including proactive capacity management and ad hoc unblocking of your Specialists as they action their daily work
Partner with peer leaders in other regions to ensure consistent global support delivery in routine casework as well as on-call or high-urgency responsibilities
Work closely with go-to-market (GTM) stakeholders to scope, execute, and iterate upon our offerings for our most strategic customers; interact with these internal users daily
Drive large-scale initiatives that raise the bar for our organization, leveraging data to make decisions and with a keen understanding of broader business goals
Continuously strive for exceptional user experiences, with a focus on high-touch Enterprise Support
Partner with cross-functional stakeholders across the organization to build efficiencies and improve user experience
Communicate clearly and effectively with your team, stakeholders, and external customers