We are hiring a Product Support Manager to manage a team of Product Support Specialists and focus on enhancing our Enterprise Support offering. You will be responsible for building and managing a happy and high-performing Specialist team that is at the front lines of safely delivering AI to the world.
As part of a global Support organization, you will collaborate closely with peers in other regions to ensure users of all types have a great experience with Anthropic's products.
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
- Work closely with go-to-market (GTM) stakeholders to scope, execute, and iterate upon our offerings for our most strategic customers; interact with these internal users daily
- 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, with a focus on high-touch Enterprise Support
- Partner with cross-functional stakeholders across the organization to build efficiencies and improve user experience
- 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
- Have been part of a B2B Enterprise or Strategic Support team (as a bonus, you also understand the needs of Consumer, scaled support users)
- 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
- 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 annual compensation range for this role is $210,000-$250,000 USD.
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