Product Support Manager

About the role

We are hiring a Product Support Manager on Product Support to manage a team of multi-region, dispersed Product Support Specialists. In this role, you’ll 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’ll 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 who will be co-located in London as well as distributed in APAC
• 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
• Help to expand and execute on our global support strategy, deeply understanding regional nuances in order to provide the most relevant support by geo
• Develop, optimize, and iterate on support processes and structures that scale with company growth
• Foster strong cross-functional relationships across the organization to build efficiencies and improve user experience
• 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 for scaled support customers as well as by ensuring context-aware, high-touch support for Enterprise customers
• Communicate clearly and effectively with your team, stakeholders, and external customers

You may be a good fit if you have:

• Have 6+ years of product support experience and 3+ years in a people management role
• 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
• 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 relationships
• Are excited about Anthropic’s products and already familiar with some of the ways AI can have a positive impact on your work

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