215K–300K USD / year
Partner Support Operations Lead
OperationsHybrid — San Francisco, CA, New York City, NY
Published on 2026-11-12
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About this role
Lead Anthropic’s partner support operations, including the team, service model, vendor coverage, and support systems. Build scalable support across self-service, AI assistance, outsourced L1, and specialist L2 channels while maintaining service quality as the partner network grows.
About the company
Anthropic builds reliable and interpretable AI systems, including the Claude family of models, for businesses and developers. The company focuses on AI safety research and practical AI assistants for enterprise and consumer use.
The team
Claude Partner Network support
Stack
IntercomZendeskSalesforce Service CloudClaudeClaude APIClaude CodeMCP
What you'll do
- Manage and coach Partner Support Specialists, setting priorities and addressing performance.
- Own L1/L2 boundaries, service levels, severity definitions, and escalation paths.
- Run the L2 queue, ensuring case ownership, coverage, and effective handoffs.
- Manage the BPO support team, including onboarding, training, QA calibration, and performance reviews.
- Maintain consistent, up-to-date help center, macro, and AI-agent content.
- Own the support platform’s routing, workflows, permissions, taxonomy, and reporting.
- Use ticket data to improve self-service and automation, with human review for higher-risk answers.
- Track support performance and resolve recurring ticket causes with internal partner teams.
What we're looking for
- Technology support operations experience, including management of a small team.
- Experience running an outsourced or BPO support team, including service levels and QA.
- Experience building and scaling a tiered support model.
- Hands-on experience with Intercom or a comparable support platform.
- Experience maintaining knowledge content for an AI support agent and reviewing answer quality.
- Strong analytical skills in diagnosing ticket trends and planning capacity.
- Sound judgment, clear writing, and a hands-on approach to building and documenting processes.
Nice to have
- B2B, partner, or channel support operations experience.
- Experience supporting partner, reseller, systems integrator, or ISV programs.
- Experience providing support across regions, time zones, or languages.
- Familiarity with Salesforce, Claude API, Claude Code, or MCP.
Benefits
- Flexible working hours
- Generous vacation and parental leave
- Optional equity donation matching