Product Support Manager

Manage a team of Product Support Specialists, providing leadership, coaching, and driving initiatives to improve user experience.

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems.

About the role

We are hiring a Product Support Manager in NYC, Seattle, or San Francisco to manage a team of Product Support Specialists.

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
Develop, optimize, and iterate on support processes and structures that scale with company growth
Foster strong cross-functional relationships across the organization to build efficiencies and improve user experience
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 for scaled support customers as well as by ensuring context-aware, high-touch support for Enterprise customers
Communicate clearly and effectively with your team, stakeholders, and external customers

You may be a good fit if you:

Have 6+ years of product support experience and 3+ years in a people management role
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
Understand the support expectations of a variety of user segments, and have been part of a priority or escalated support team
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

The expected salary range for this position is:

Annual Salary:

$160,000—$190,000 USD

Logistics

Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience.**

Location-based hybrid policy:** Currently, we expect all staff to be in one of our offices at least 25% of the time.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate.

How we're different

We believe that the highest-impact AI research will be big science.

Come work with us!

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

Develop, optimize, and iterate on support processes and structures that scale with company growth

Foster strong cross-functional relationships across the organization to build efficiencies and improve user experience

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 for scaled support customers as well as by ensuring context-aware, high-touch support for Enterprise customers

Communicate clearly and effectively with your team, stakeholders, and external customers

You may be a good fit if you:

Have 6+ years of product support experience and 3+ years in a people management role

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

Understand the support expectations of a variety of user segments, and have been part of a priority or escalated support team

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