The opportunity
We are hiring our first Tokyo-based Product Support Specialists, who will grow our global presence as a team and serve as champions of our unique support brand. You’ll be at the front lines of safely delivering AI to the world by responding to, investigating, and tracking user needs in your day to day.
What you'll do
Become an expert in all Anthropic products
Respond to user support cases, in English and Japanese, with a variety of: complexity, from simple billing or account questions for individuals to complex API debugging for large businesses
Clearly and empathetically communicate with a wide range of user personas,: context-switching between guiding executives in a high-touch model to assisting consumer users in a rapid pace
Manage on-call tasks for high-urgency user issues with extreme ownership.: This includes being on critical ‘pager duty’ during APAC hours to ensure 24/7 Support for Critical Queries.
Prioritize critically and comfortably adapt to an ever-evolving product landscape
Operate in ambiguity, making informed decisions even in never-before-seen situations
What they're looking for
- Partner with engineers, teammates, and other internal stakeholders to: diagnose and resolve user issues, both individually and at scale
- Suggest and drive improvements to increase user satisfaction through support: processes as well as own initiatives that increase efficiency and drive down contact rates
- Uplevel our team’s technical knowledge by scoping gaps, working with: cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products
- Have experience in providing technical product support, in both English and: Japanese, within a second tier, escalated, or priority support team.
