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 #J-18808-Ljbffr