Social Escalations Manager
1 week agoLeadSalary: 210K - 260KSan Francisco, CA | New York City, NY | Seattle, WAHybridOperationsJobs by Anthropic
AnthropicVisit Anthropic website
AI safety and research company building reliable, interpretable, and steerable AI systems, including the Claude product family and developer platform.
Maintainer signals as of 9/23/2026
San Francisco, United States
Funding history
About Anthropic
Anthropic PBC develops frontier AI systems and deploys them through Claude products and the Claude Platform, with a stated focus on safety, interpretability, and steerability.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will establish and operate social-escalation processes. You will monitor public social channels, triage emerging issues, manage escalations end-to-end, brief stakeholders, create real-time reports and recommendations, and document incidents to improve future responses.
Requirements
- 6+ years of experience in social analytics, escalations management, customer support, or a related operations role
- Knowledge of social platforms and social listening tools
- Experience with query writing, alert design, API pipelines, and report building
- Strong judgment under pressure
- Strong written communication
- Ability to coordinate across functions and influence without positional authority
- Pattern detection skills
- Ability to operate in ambiguity
Responsibilities
- Build escalation playbooks, criteria, tooling, and SOPs
- Monitor public social channels for brand mentions
- Triage potential escalations against defined criteria
- Own social escalations during coverage hours
- Brief executives and provide incident updates to stakeholders
- Build real-time social reports and actionable recommendations
- Write post-escalation reports
- Improve playbooks, templates, criteria, and SOPs
Benefits
- Optional equity donation matching
- Generous vacation
- Parental leave
- Flexible working hours