This technical product management role focuses on building a world-class support experience for Anthropic's customers and the Product Support team. You will partner with various teams to create systems that help users resolve issues and ensure their feedback leads to product improvements, with Claude serving as the primary operator of the support experience.
Responsibilities
Partner with Product Support Operations, AI Support, and product engineering teams to own the systems behind the support experience end to end, from recurring support drivers to shipped product fixes, the Claude-based AI support layer, and tooling for human agents.
Aim to reduce support cases per user and eliminate entire categories of cases as the product grows, with the ultimate goal of fixing product problems before cases are opened.
Define the end-to-end experience Claude delivers, including diagnosing billing failures, resolving or escalating issues, recognizing widespread failures, filing bugs with repro steps, and confirming resolutions.
Define and own the strategy and roadmap for the support-to-product feedback loop, including escalation paths for billing, fraud, and high-visibility cases, and metrics to track contact rate reduction.
Deeply understand the needs of Product Support Operations, AI Support, Billing, Fraud, and product engineering teams.
Define and iterate on the support-to-product loop, including case classification, surfacing recurring drivers, assigning ownership, and confirming case volume decrease after fixes.
Own the customer's experience of getting unblocked, focusing on quick resolution and minimal friction, whether through Claude or a specialist.
Minimize the impact of novel issues by catching early reports, assessing impact, and prioritizing fixes.
Partner with engineering and data science to build scalable systems, including Claude as a first responder, the data pipeline for driver detection, and tooling for case handoffs.
Drive product strategy and roadmap for the in-house Claude support layer, defining what Claude resolves, escalates, and how it contributes to fixing underlying product issues.
Own the trade-off framework between intake reduction, response time, cost, and quality, making transparent prioritization decisions.
Build conviction about the future of support with Claude as the primary operator and translate that into a roadmap.
Requirements
7+ years of product management experience, with deep exposure to support systems, customer operations tooling, billing or payments, or internal platforms that serve operations teams
Experience taking technical platform products from infancy to scale, building and growing them for demanding internal or external engineering customers
Track record of building products that balance the needs of multiple personas and making clear prioritization trade-offs
Millions of jobs, with real people getting hired every day
200,000+
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7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Ability to internalize complex technical systems (case routing, billing and payments flows, LLM-based agents, data pipelines) and translate that understanding into a comprehensive product vision
Fluent across functions, credible in technical discussions, explaining prioritization, and presenting intake trends to leadership
A strong thesis on how AI changes support, with a desire to build systems where agents can diagnose, file, and fix issues
Experience scaling an LLM-based product or experience from prototype to real volume, understanding challenges like quality drift, cost, latency, and user trust
Scrappy and resourceful, able to get things done in a fast-moving environment
Bachelor’s degree or an equivalent combination of education, training, and/or experience
Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
Minimum years of experience: Correlates with the internal job level requirements for the position
Nice to have:
Built or scaled the systems behind a high-volume support operation for consumer or developer products: case data pipelines, driver analytics, or LLM-based support agents
Shipped an LLM-based support or operations agent in production and understand the trust, escalation, and quality-measurement problems that come with it
Defined and operationalized contact-rate or case-deflection metrics, and a point of view on how those metrics change when the fix ships in the product instead of the help center
Scaled through hypergrowth in support-heavy environments (consumer subscriptions, developer platforms, or fintech)
Experience getting product and engineering teams to own support drivers, with proven evidence of driving ownership through clear evidence and product quality
Benefits
Optional equity donation matching
Generous vacation and parental leave
Flexible working hours
Lovely office space in which to collaborate with colleagues
Important Details
Location-based hybrid policy: All staff are expected to be in one of our offices at least 25% of the time; some roles may require more.
Visa sponsorship: We do sponsor visas and will make every reasonable effort to get you one if an offer is made.
About the Company
Anthropic's mission is to create reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society. The team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders. Anthropic is a public benefit corporation headquartered in San Francisco. The company believes that the highest-impact AI research will be big science, focusing on a few large-scale research efforts to advance long-term goals of steerable, trustworthy AI. They view AI research as an empirical science and are an extremely collaborative group, valuing communication skills. Their research directions include GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
We're an AI research company that builds reliable, interpretable, and steerable AI systems.
