Social Escalations Manager

The role

You will be a founding member of the Community & Executive Escalations pillar. You will monitor brand and product conversations, triage emerging issues, and own social escalations end-to-end.

What you will do

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs
• Monitor public social channels for brand mentions and triage potential escalations
• Own social escalations end-to-end during coverage hours
• Brief executives on live situations and communicate with Comms partners
• Build real-time social reports to drive actionable recommendations
• Write post-escalation reports to capture incidents and required changes
• Iterate on playbooks, response templates, and SOPs based on real cases

Required qualifications

• 6+ years of experience in social analytics, escalations management, customer support, or a related front-line operations role
• Deep knowledge of the social landscape
• Hands-on experience using social listening tools (query writing, alert design, API pipelines, report building)
• Excellent judgment under pressure
• Strong instinct for how issues spread across public social platforms
• Sharp written communication
• Comfort coordinating across functions in real time and influencing partners without positional authority
• Pattern-detection mindset
• Comfort with ambiguity and a bias toward action
• Bachelor’s degree or an equivalent combination of education, training, and/or experience
• Field of study relevant to the role as demonstrated through coursework, training, or professional experience

Nice to have

• Experience at a consumer or developer platform

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 we are not able to sponsor every role and candidate
• If we make you an offer, we will make every reasonable effort to get you a visa

About the company

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