Job Description
Product Support Specialist
SAN FRANCISCO, CA /
PRODUCT (BUSINESS & OPERATIONS) /
FULL-TIME
/ HYBRID
Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our customers and for society as a whole. Our quickly growing business team is a group of committed operational generalists working closely with engineers to commercialize Anthropic’s state-of-the-art models.
We are hiring a Product Support Specialist to join Anthropic. As the first person dedicated to product support at Anthropic, you’ll be at the front lines of safely delivering AI to the world. By responding to, investigating, and tracking user needs, you will help ensure users have a great experience on Anthropic products. You’ll also be a key driving in building the scalable foundations for support as our user base grows, informing internal efficiencies and ways for users to self-serve (or not need help at all!).
Your responsibilities will include:
- Responding to support tickets.
- Working with engineers and other team members to resolve user issues.
- Building support processes, for example: systems for sorting tickets, internal and user-facing documentation, feedback from support to inform product development, generate ideas for internal tooling and user-facing solutions to increase efficiency and reduce contact rates.
You may be a good fit if you have:
- Experience with product support or related functions, like customer success (ideally 1-3+ years).
- High user empathy — you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution.
- Crisp written communication and high conscientiousness. Users who need help are often confused. You’ll talk to them, ask the right questions, and sweat the details.
- Experience thriving in fast-paced, high-volume, reactive situations. You’re great at prioritizing multiple demands, and knowing when to drop tasks.
- Curiosity and a love for solving problems — users don’t always tell you clearly what their problem is, and often their problem is indicative of a larger, strategic product issue. You enjoy the hunt to track down a bug or issue, and are energized by fixing this for all similar users going forward.
- Experience and enjoy doing behind-the-scenes work. This is essential, highly valuable, but unglamorous work.
- Interest in Anthropic’s products, and producitizing large language models in general. If users are having trouble logging in, for example, it will hard to help them if you don’t understand the flow yourself.