385K–460K USD / year
Product Manager (Technical), Product Support Experience
ProductHybrid — San Francisco, CA, New York City, NY
Published on 2026-10-21
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About this role
Own the strategy and roadmap for Anthropic’s customer support experience, with Claude as the primary operator. Build systems that resolve customer issues, surface recurring product problems, and help teams ship root-cause fixes that reduce support cases over time.
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
Product Support Operations, AI Support, Billing, Fraud, and product engineering teams
Stack
ClaudeLLM-based agentsData pipelines
What you'll do
- Own the support-to-product feedback loop, from case classification through root-cause fixes and verification.
- Define the AI support experience, including what Claude resolves, when it escalates, and how it routes cases.
- Set and track metrics including case volume by driver, root-cause fixes, time to fix, response time, and CSAT.
- Reduce the impact of new support issues by detecting early reports and prioritizing fixes.
- Build a roadmap for support tooling, driver detection, and customer resolution.
- Balance case reduction, response time, cost, and quality; communicate prioritization decisions.
What we're looking for
- 7+ years of product management experience, with exposure to support systems, customer operations tooling, billing or payments, or internal platforms.
- Experience building and scaling technical platform products.
- Ability to understand complex systems and translate them into product strategy.
- Experience balancing multiple user needs and communicating prioritization trade-offs.
- Experience scaling an LLM-based product or experience to real-world volume.
- Strong cross-functional communication skills with operations, engineering, and leadership.
Nice to have
- Built high-volume support systems, case data pipelines, driver analytics, or LLM-based support agents.
- Shipped a production LLM-based support or operations agent.
- Defined contact-rate or case-deflection metrics.
- Scaled products in a support-heavy, high-growth environment.
- Demonstrated success getting product and engineering teams to own support drivers.
Benefits
- Generous vacation and parental leave
- Flexible working hours
- Optional equity donation matching