Product Support Manager

About Anthropic

Anthropics 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

We are hiring a Product Support Manager in NYC Seattle or San Francisco to manage a team of Product Support Specialists. In this role youll be responsible for building and managing a happy and highperforming Specialist team that is at the front lines of safely delivering AI to the world. As part of a global Support organization youll collaborate closely with peers in other regions to ensure users of all types have a great experience with Anthropics products.

Responsibilities:

• Hire lead and develop a team of happy highperforming 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 realtime 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 oncall or highurgency responsibilities
• Develop optimize and iterate on support processes and structures that scale with company growth
• Foster strong crossfunctional relationships across the organization to build efficiencies and improve user experience
• Drive largescale 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 contextaware hightouch 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 fastpaced everchanging 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 crossfunctional 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 inoffice relationships
• Are excited about Anthropics products and already familiar with some of the ways AI can have a positive impact on your work

Logistics

Education requirements: We require at least a Bachelors degree in a related field or equivalent experience.

Locationbased hybrid policy: Currently we expect all staff to be in one of our offices at least 25 of the time. However some roles may require more time in our offices.

Visa sponsorship:We do sponsor visas! However we arent able to successfully sponsor visas for every role and every candidate. But if we make you an offer we will make every reasonable effort to get you a visa and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy so we urge you not to exclude yourself prematurely and to submit an application if youre interested in this work. We think AI systems like the ones were building have enormous social and ethical implications. We think this makes representation even more important and we strive to include a range of diverse perspectives on our team.

How were different

We believe that the highestimpact AI research will be big science. At Anthropic we work as a single cohesive team on just a few largescale research efforts. And we value impact advancing our longterm goals of steerable trustworthy AI rather than work on smaller and more specific puzzles. We view AI research as an empirical science which has as much in common with physics and biology as with traditional efforts in computer science. Were an extremely collaborative group and we host frequent research discussions to ensure that we are pursuing the highestimpact work at any given time. As such we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic including: GPT3 CircuitBased Interpretability Multimodal Neurons Scaling Laws AI & Compute Concrete Problems in AI Safety and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. 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.