Support Operations Specialist

About the role:

As a Support Operations Specialist focused on Anthropic’s Enterprise customers, you will be instrumental in pioneering an AI-native support model that serves our largest customers. This role blends program management, system design, and operational excellence to transform how we deliver Enterprise support at scale. You'll own the strategic roadmap for Enterprise support operations, working at the intersection of AI capabilities, customer experience, and operational infrastructure. This means designing conversation flows that leverage AI capabilities, analyzing support data to identify automation opportunities, and managing cross-functional projects that scale our Enterprise support function.

Responsibilities:

• Own quarterly roadmaps for enhancing AI support effectiveness with Enterprise use cases, prioritizing initiatives based on customer impact and data insights
• Design and implement conversation flows that provide personalized support by leveraging integrations, Model Context Protocol (MCP) connections, and external data sources
• Build intelligent triage logic and escalation rules that balance AI efficiency with human touch for complex cases
• Analyze CSAT, resolution rates, and escalation patterns to identify opportunities for automation and improvement
• Scope, design, and implement processes, tools, and systems specifically for Enterprise customer needs
• Create monitoring dashboards and reporting mechanisms to track AI performance, and translate insights from customer interactions into actionable improvements
• Partner with Product, Engineering, and GTM teams to integrate Enterprise feature launches into support workflows

You might be a good fit if you:

• Have 5+ years of experience in support operations, customer success operations, or similar roles (Enterprise/B2B customer exposure strongly preferred)
• Possess strong program and project management skills with a track record of delivering complex, cross-functional initiatives
• Have hands-on experience with ticketing systems (ideally Intercom), help centers, and support automation tools
• Are genuinely excited about AI and see the potential for it to enhance (not replace) human expertise in customer support
• Have deep empathy for customer pain points and consistently prioritize user experience in operational decisions
• Combine analytical rigor with creative problem-solving—you're equally comfortable analyzing CSAT data and designing conversational flows
• Think in systems: you naturally see how processes, tools, and people interconnect and can design solutions holistically
• Build strong cross-functional partnerships and can influence outcomes across Engineering, Product, and Go-to-Market teams
• Thrive in ambiguous environments and can create structure and process where none exists
• Have excellent written communication skills and can translate complex technical concepts into clear documentation
• Are adaptable and energized by learning quickly in a fast-moving environment

The expected base compensation for this position is below. Our total compensation package for full-time employees includes equity, benefits, and may include incentive compensation.

Annual Salary:

$116,480 - $165,000 USD

Logistics

Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience.

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

How we're different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process