The opportunity
As a Product Manager, Technical, you will own and be responsible for building a world class support experience for Anthropic's customers and the Product Support team. You will partner with Product Support Operations, AI Support, Billing, Fraud, and Product Engineering teams to…
What you'll do
Deeply understand the needs of Product Support Operations, AI Support,: Billing, Fraud, and the product engineering teams that own support drivers, from specialists handling enterprise escalations to engineers who need a support case turned into a reproducible bug they can fix.
Define and iterate on the support-to-product loop: how a case is classified, how recurring drivers are surfaced in near real time with case examples and recommended fixes, how each driver gets a named owner, and how we confirm the fix decreased case volume. Own the metrics behind it: inbound case volume by driver, drivers fixed at the root, and time from first case to shipped fix, alongside the response-time and CSAT targets Product Support Operations already runs on.
Own the customer's experience of getting unblocked: how quickly a user reaches a resolution and how little friction they hit on the way, whether Claude resolves the case or hands it to a specialist.
Minimize the blast radius of novel issues. New models and product changes: will keep creating new drivers no one can predict; catch each one at its first reports, assess impact, and get the fix prioritized while the affected group is still small.
Partner with engineering and data science to build the systems that scale: with Anthropic’s growth: Claude as the first responder, the data pipeline behind driver detection, and the tooling that lets Claude hand a diagnosed case to the right team.
Drive product strategy and roadmap for the in-house Claude support layer,: including what Claude resolves on its own, what it escalates and to whom, and how far it goes toward filing and fixing the underlying product issue itself.
What they're looking for
- Own the trade-off framework between intake reduction, response time, cost,: and quality, making transparent prioritization decisions about which drivers get fixed first and communicating them clearly to Product Support and senior leadership.
- Build conviction about what support looks like when Claude is the primary: operator, and translate that into a roadmap that gets Anthropic there ahead of the volume curve.
