Global Process Owner responsible for designing and harmonizing Customer Care processes. Leading transformation initiatives for the company’s global service operations.
About the role
- Product Support Specialist at Anthropic responding to user needs and resolving technical issues with AI products. Communicating with diverse user personas and managing support cases effectively.
Responsibilities
- Become an expert in all Anthropic products
- Respond to user support cases of various complexity
- Communicate clearly and empathetically with diverse user personas
- Manage on-call tasks for high-urgency user issues
- Prioritize critically and adapt to evolving product landscape
- Make informed decisions in ambiguous situations
- Partner with engineers and internal stakeholders to resolve user issues
- Drive improvements to increase user satisfaction and efficiency
- Uplevel the team’s technical knowledge and resources as products grow
Requirements
- Experience in technical product support, including API debugging
- Familiar with APIs and technical SaaS products
- Ability to thrive in fast-paced, reactive situations
- Strong user empathy and expertise in support case lifecycle
- Crisp but kind written communication skills
- Experience troubleshooting SSO, SAML, and OAuth flows
- Persistent and curious in tracking down bugs or issues
- Experience contributing to a support team foundation
- Proficient in a technical environment
- Deep sense of ownership and excitement to build the team!
Benefits
- Competitive compensation and benefits
- Optional equity donation matching
- Generous vacation and parental leave
- Flexible working hours
- Lovely office space in which to collaborate with colleagues.
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