Product Manager, Technical (Support Experience) | Anthropic Jobs

As a Product Manager, Technical, you will own and build 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 to build the systems that decide how users get unblocked when something goes wrong, and how what they report turns into product fixes. Claude will be the primary operator of that support experience. Your north star is fewer support cases per user, and whole categories of cases eliminated, even as the product grows. The best outcome is a case that never gets opened because the product problem behind it was found and fixed. Everything in the support experience is in scope, and you decide where to start.

Key Responsibilities

• 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 case turned into a reproducible bug
• Define and iterate on the support-to-product loop: how cases are 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 fixes are confirmed to reduce case volume
• Own the metrics behind the loop: inbound case volume by driver, drivers fixed at the root, and time from first case to shipped fix, alongside existing response-time and CSAT targets
• Own the customer’s experience of getting unblocked, including how quickly and with how little friction a user reaches resolution, whether Claude resolves the case or hands it to a specialist
• Minimize the blast radius of novel issues from new models and product changes by catching each one at its first reports, assessing impact, and getting the fix prioritized while the affected group is small
• Partner with engineering and data science to build systems that scale with growth: Claude as first responder, the data pipeline behind driver detection, and tooling that lets Claude hand a diagnosed case to the right team
• Drive product strategy and the 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 issue itself
• Own the trade-off framework between intake reduction, response time, cost, and quality, and communicate prioritization decisions clearly to Product Support and senior leadership
• Build conviction about what support looks like when Claude is the primary operator, and turn it into a roadmap that gets Anthropic there ahead of the volume curve
• Define the strategy and roadmap for the support-to-product feedback loop, including escalation paths for billing, fraud, and high-visibility cases

Requirements

• 7+ years of product management experience, with deep exposure to support systems, customer operations tooling, billing or payments, or internal platforms that serve operations teams
• Experience taking technical platform products from infancy to scale for demanding internal or external engineering customers
• Track record of building products that balance multiple personas, and of making and communicating prioritization trade-offs between them
• Ability to internalize complex technical systems (case routing, billing and payments flows, LLM-based agents, data pipelines) and turn that understanding into a product vision
• Fluency across functions: credible reading a failed-payment trace with engineers, explaining deprioritization to a specialist, and presenting intake trends to leadership
• A strong thesis on how AI changes support, including what happens when the agent that answers a case can also diagnose, file, and fix its cause
• Experience scaling an LLM-based product or experience from prototype to real volume, with a clear view of what breaks along the way (quality drift, cost, latency, and user trust)
• Scrappy, resourceful approach in a fast-moving environment
• Bachelor’s degree or an equivalent combination of education, training, and/or experience in a relevant field
• Years of experience required will correlate with the internal job level for the position

Skills

Technical Skills

• Product management for technical platforms
• Support systems, case routing, and customer operations tooling
• Billing and payments flows
• LLM-based agents and data pipelines
• Support metrics (contact rate, case deflection, CSAT)

Soft Skills

• Prioritization and trade-off communication
• Cross-functional credibility, from engineers to executives
• Resourcefulness
• Strategic thinking about AI in support

Nice to Have

• Experience building or scaling the systems behind a high-volume support operation for consumer or developer products, such as case data pipelines, driver analytics, or LLM-based support agents
• Experience shipping an LLM-based support or operations agent in production, and understanding its trust, escalation, and quality-measurement challenges
• Experience defining and operationalizing contact-rate or case-deflection metrics, with a view on how they change when fixes ship in the product instead of the help center
• Experience scaling through hypergrowth in support-heavy environments (consumer subscriptions, developer platforms, or fintech)
• Experience getting product and engineering teams to own support drivers through clear evidence and product quality

Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Collaborative office space