Support Operations Specialist, Content & Knowledge Management

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:

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. Youll 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. Youll 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 Anthropics overall education strategy.

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

You might be a good fit if you:

• 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

Strong candidates may also have:

• 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

Logistics

Education requirements: We require at least a Bachelors 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. 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.

Your safety matters to us.To protect yourself from potential scams remember that Anthropic recruiters only contact you addresses. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money fees or banking information before your first day. If youre ever unsure about a communication dont click any linksvisit for confirmed position openings.

How were different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact advancing our long-term 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 highest-impact 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: GPT-3 Circuit-Based 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. Guidance on Candidates AI Usage:Learn aboutour policyfor using AI in our application process