Technical Product Manager Product Support Experience

8 hours agoLeadSalary: 385K - 460KSan Francisco, CA | New York City, NY Hybrid Product Management Jobs by Anthropic

Anthropic

AI safety and research company building reliable, interpretable, and steerable AI systems, including the Claude product family and developer platform.

Series F+Recently funded0 current maintainers0 active leads

San Francisco, United States

Funding history

Series H ($65B)Series G ($30B)Series F ($13B)

Investors

Nvidia Baillie Gifford Jane Street Lightspeed Venture Partners gic

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.

View jobs by Anthropic

Skills

Agent Billing Case Routing Csat Customer Operation Data Pipeline Data Science Escalation Fraud Llm Payment Product Management Product Support Support Metric

Candidate Availability

Hybrid · San Francisco | New York City · Required

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will own the strategy and roadmap for an AI-powered support experience. You will improve case resolution and root-cause fixes, define support-to-product workflows and metrics, develop escalation paths, and partner with engineering and data science to scale support systems.

Requirements

7+ years of product management experience
Experience with support systems, customer operations tooling, billing, payments, or internal platforms
Experience scaling technical platform products
Experience balancing multiple user personas and prioritization trade-offs
Ability to understand case routing, billing and payments flows, LLM agents, and data pipelines
Experience scaling an LLM-based product or experience
Understanding of quality drift, cost, latency, and user trust

Responsibilities

Own systems behind the support experience from recurring drivers to shipped product fixes
Define the support-to-product feedback loop and its metrics
Own the customer experience for reaching a resolution
Identify novel issues early, assess impact, and prioritize fixes
Partner with engineering and data science on AI support, data pipelines, and routing tools
Drive the roadmap for the Claude support layer and escalation decisions
Define prioritization trade-offs among intake reduction, response time, cost, and quality
Build a roadmap for Claude as the primary support operator

Benefits

Visa sponsorship
Equity donation matching
Generous vacation
Parental leave
Flexible working hours