Partner Support Operations Lead

Details

Anthropic’s Claude Partner Network enables partners to build, sell, and deliver on Claude. Partner Support helps partners get set up, certified, and registered, and understand their program status. Support operates across self-service, an AI support agent, an outsourced vendor team handling in-scope L1 topics, and internal specialists handling escalated L2 cases.

The Partner Support Operations Lead will run partner support end to end, including the team, operating model, and systems behind every support layer. The role will establish and operate service levels, knowledge management, quality standards, and escalation paths, while scaling support through vendors, self-service, and Claude-powered automation.

Responsibilities

• Manage the partner support team, including setting priorities and expectations, coaching Partner Support Specialists, addressing performance issues, and expanding the team as needed.
• Own the support operating model, including the L1/L2 boundary, severity definitions, service levels, escalation paths, and correction of misrouted or incorrectly escalated tickets.
• Run the L2 queue against service levels, ensuring shift coverage, case ownership, clean handoffs, and careful handling of sensitive or high-impact partner issues.
• Manage the support service line with the business process outsourcing (BPO) team, including onboarding cohorts, training and sign-off, QA rubrics, calibration, weekly operating reviews, and corrective action.
• Own the knowledge layer across the help center, macros, and AI support agent content, ensuring updates are made when program changes launch.
• Own the support platform, including routing, conversation attributes, views, workflows, access, service-level reporting, and support taxonomy.
• Use topic and outcome data to determine what should be handled through self-service, vendors, or Claude; build automations for tagging, routing, QA screening, and reporting; test automations on real tickets and add human checkpoints where appropriate.
• Identify recurring causes of ticket volume and work with Partner Programs, Partner Business Systems, and other owners to resolve them.
• Operate support using a scorecard covering responsiveness, resolution, escalation accuracy, and quality; use the scorecard for capacity planning and continuous improvement.

Requirements

• Support operations experience at a technology company, including experience managing a small team.
• Experience running an outsourced or BPO support team, including onboarding waves, service levels, QA rubrics, calibration, and performance feedback.
• Track record of building a tiered support model from an early stage and operating it as volume grows.
• Hands-on experience with Intercom or a comparable platform such as Zendesk or Salesforce Service Cloud, including routing rules, attributes, workflows, reporting, and permissions.
• Experience managing knowledge and content for an AI support agent, including reviewing answer quality and closing content gaps.
• Strong analytical skills, including the ability to analyze ticket data, identify causes of spikes or backlogs, and turn findings into fixes and capacity plans.
• Sound judgment in a changing program environment, including making decisions with incomplete information and maintaining policy standards and relationships.
• Builder’s mindset and clear writing skills, including using tools such as Claude to automate work and documenting processes for teammates and vendor leads.

Preferred Qualifications

• Support operations experience in a B2B, partner, or channel environment.
• Experience supporting a partner, reseller, systems integrator, or independent software vendor (ISV) program.
• Experience building support coverage across regions, time zones, or languages.
• Familiarity with Salesforce and the Claude API, Claude Code, or MCP.

Education and Logistics

• Bachelor’s degree or an equivalent combination of education, training, and experience.
• Relevant field of study demonstrated through coursework, training, or professional experience.
• The role follows a location-based hybrid policy, with staff expected to be in an Anthropic office at least 25% of the time; some roles may require more office time.
• Anthropic sponsors visas, although sponsorship is not guaranteed for every role or candidate.

Compensation and Benefits

• Annual salary: $215,000–$300,000 USD.
• Benefits include competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and office space for collaboration.