Support Operations Specialist, Content & Knowledge Management

Anthropic • San Francisco, NY

5d • Hybrid

About The Position

About Anthropic 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. About the role: The Support Operations team at Anthropic is dedicated to optimizing and scaling the Product Support function to deliver exceptional user experiences. As a Support Operations Specialist focusing on Content & Knowledge Management, you will be instrumental in creating, organizing, and maintaining user-facing content that empowers our users to get the most out of our products. You'll write and optimize Help Center articles, develop content for our AI support system, and ensure our knowledge base stays accurate and comprehensive as our products evolve. You'll use performance data to identify content gaps and partner with teammates and cross-functional partners in Product, Education, and Marketing to keep our self-service resources aligned with Anthropic's overall education strategy.

Requirements

• Have 3+ years of experience in content/knowledge management, technical writing, support operations, or similar roles in a technology company
• Possess strong writing skills with the ability to transform complex technical concepts into clear, accessible content
• Demonstrate a data-driven approach, using metrics and insights to continuously improve content and self-service resources
• Excel at cross-functional collaboration, particularly with Product, Engineering, and Support teams
• Are proactive and solutions-oriented, with strong project management abilities
• Have working knowledge of support ticketing systems or help center platforms
• Thrive in a fast-paced environment and can adapt quickly to evolving products and priorities
• Have a passion for AI technology and helping others understand and maximize its potential
• We require at least a Bachelor's degree in a related field or equivalent experience.

Nice To Haves

• Hands-on experience with tools like Intercom, Zendesk, or similar platforms
• Experience measuring and improving self-service deflection rates
• Background in UX writing or content design

Responsibilities

• Write, edit, and optimize Help Center articles, ensuring content is informative, accurate, and easy to navigate
• Develop and maintain content for our AI support system, improving effectiveness through data-driven insights
• Audit existing content for quality, consistency, and technical accuracy
• Monitor performance metrics across self-service channels to identify content gaps and improvement opportunities
• Collaborate with subject matter experts to translate complex technical concepts into accessible user-facing content

Benefits

• We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees