Support Operations Specialist, Learning & Education

Anthropic•San Francisco, NY

7d•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 Learning and Education, you will own the programs that develop and grow our Product Support team's capabilities. This includes designing and running onboarding for new team members, program managing continuing education initiatives (such as "booster" trainings on complex topics or areas needing reinforcement), and driving enablement around product releases. You'll partner closely with the broader Product Support team on internal knowledge management strategy, ensuring our team has the expertise to handle any question that comes their way.

Requirements

Have 4+ years of experience in learning & development, enablement, support operations, or similar roles in a technology company
Demonstrate a data-driven approach, using metrics and insights to continuously improve programs and measure training effectiveness
Possess strong communication skills with the ability to distill complex technical concepts into engaging learning experiences
Excel at cross-functional collaboration, particularly with Product, Engineering, and Support teams
Are proactive and solutions-oriented, with excellent program management abilities
Thrive in a fast-paced environment and can adapt quickly to evolving products and priorities
Have a passion for AI technology and helping others build their expertise

Nice To Haves

Background in instructional design or adult learning principles
Experience building or scaling onboarding or L&D programs from early stages
Experience with support or customer-facing teams specifically

Responsibilities

Design, implement, and continuously improve the onboarding program for new Product Support team members
Program manage continuing education initiatives, including identifying training needs, developing curriculum, and measuring effectiveness
Lead release enablement efforts, ensuring the Support team has the resources and knowledge to support new products and features
Partner on internal knowledge management strategy, ensuring our team can efficiently access and contribute to shared expertise
Build feedback loops to understand where the team needs additional support or training