Support Operations Specialist

Overview

Join to apply for the Support Operations Specialist role at Anthropic.

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

As a Support Operations Specialist focused on Anthropic’s Enterprise customers, you will pioneer 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.

• 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.

• 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.

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.

• Annual Salary
  : $116,480—$116,480 USD.
• Education requirements
  :
  At least a Bachelor's degree in a related field or equivalent experience.
• Location-based hybrid policy
  :
  All staff are expected to be in one of our offices at least 25% of the time; some roles may require more time in our offices.
• Visa sponsorship
  :
  We sponsor visas. If we make you an offer, we will make every reasonable effort to get you a visa.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every qualification. Research shows that people who identify as being from underrepresented groups experience imposter syndrome; we urge you not to exclude yourself prematurely.