Product Manager (Technical), Product Support Experience

The role

You will build a world class support experience for customers and the Product Support team. You will partner with various teams to build systems that handle user unblocking and product fixes using Claude as the primary operator.

What you will do

• Partner with Product Support Operations, AI Support, and product engineering teams to own support experience systems.
• Define the end-to-end experience Claude delivers for diagnosing and resolving issues.
• Define and own the strategy and roadmap for the support-to-product feedback loop.
• Understand the needs of Product Support Operations, AI Support, Billing, Fraud, and product engineering teams.
• Define and iterate on the support-to-product loop and associated metrics.
• Own the customer's experience of getting unblocked.
• Minimize the blast radius of novel issues.
• Partner with engineering and data science to build scaling systems.
• Drive product strategy and roadmap for the in-house Claude support layer.
• Own the trade-off framework between intake reduction, response time, cost, and quality.

Required qualifications

• 7+ years of product management experience with exposure to support systems, customer operations tooling, billing or payments, or internal platforms.
• Experience taking technical platform products from infancy to scale.
• Track record of building products that balance the needs of multiple personas.
• Ability to internalize complex technical systems.
• Experience scaling an LLM-based product or experience from prototype to real volume.
• Bachelor’s degree or an equivalent combination of education, training, and/or experience.
• A field relevant to the role as demonstrated through coursework, training, or professional experience.

Nice to have

• Built or scaled the systems behind a high-volume support operation for consumer or developer products.
• Shipped an LLM-based support or operations agent in production.
• Defined and operationalized contact-rate or case-deflection metrics.
• Scaled through hypergrowth in support-heavy environments.

Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Office space

Before you apply

• We do sponsor visas, though not for every role or candidate.

About the company

Anthropic is a public benefit corporation headquartered in San Francisco. Its mission is to create reliable, interpretable, and steerable AI systems.