Product Manager (Technical), Product Support Experience

Details

Anthropic is seeking a Product Manager, Technical, to build a world-class support experience for its customers and Product Support team. The role will partner with Product Support Operations, AI Support, Billing, Fraud, and Product Engineering teams to build the systems that determine how users get unblocked and how reported issues become product fixes. Claude will be the primary operator of the support experience.

Responsibilities

• Own the systems behind the support experience end to end, from recurring support drivers to shipped product fixes, including the Claude-based AI support layer and tooling for human agents.
• Define and iterate on the support-to-product feedback loop, including case classification, recurring-driver detection, ownership, recommended fixes, and confirmation that fixes reduce case volume.
• Own metrics including inbound case volume by driver, root-cause fixes, time from first case to shipped fix, response-time targets, and CSAT.
• Own the customer experience of getting unblocked, whether Claude resolves the case or escalates it to a specialist.
• Identify novel issues early, assess their impact, and prioritize fixes while the affected group is still small.
• Partner with engineering and data science to build scalable systems, including Claude as the first responder, the data pipeline behind driver detection, and tooling that routes diagnosed cases to the appropriate team.
• Drive product strategy and the roadmap for the in-house Claude support layer, including what Claude resolves, what it escalates, and how far it goes toward filing and fixing underlying product issues.
• Establish trade-offs between intake reduction, response time, cost, and quality, and communicate prioritization decisions to Product Support and senior leadership.
• Define a roadmap for support when Claude is the primary operator.

Requirements

• 7+ years of product management experience, with deep exposure to support systems, customer operations tooling, billing or payments, or internal platforms serving operations teams.
• Experience taking technical platform products from inception to scale for demanding internal or external engineering customers.
• Track record of building products for multiple personas and making and communicating prioritization trade-offs.
• Ability to understand complex technical systems, including case routing, billing and payments flows, LLM-based agents, and data pipelines, and translate them into a comprehensive product vision.
• Ability to work effectively with engineers, support specialists, data teams, and senior leadership.
• Strong perspective on how AI changes support, including AI systems that diagnose, file, and fix the causes of support cases.
• Experience scaling an LLM-based product or experience from prototype to production volume, including managing quality drift, cost, latency, and user trust.
• Scrappy and resourceful approach in a fast-moving environment.
• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and experience.
• Relevant field of study demonstrated through coursework, training, or professional experience.

Preferred Qualifications

• Experience building or scaling high-volume support systems for consumer or developer products, including case data pipelines, driver analytics, or LLM-based support agents.
• Experience shipping an LLM-based support or operations agent in production.
• Experience defining contact-rate or case-deflection metrics and measuring the effect of product fixes on support volume.
• Experience scaling support-heavy environments through hypergrowth, such as consumer subscriptions, developer platforms, or fintech.
• Experience establishing product and engineering ownership of support drivers.

Compensation

The annual salary range is $385,000–$460,000 USD.

Logistics

Anthropic currently expects staff to work from one of its offices at least 25% of the time, although some roles may require more office time. Anthropic sponsors visas and makes reasonable efforts to assist with visa applications, supported by an immigration lawyer. The company offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and office collaboration space.