Product Manager (Technical), Product Support Experience
Core
Own the end-to-end support experience for Anthropic's customers, building systems that turn support cases into product fixes, primarily operated by the AI assistant Claude.
Role type
Senior Product Manager (Technical, Support Systems)
Builds
The support-to-product feedback loop, including Claude-based AI support layers, case routing systems, and driver detection pipelines.
Domain
AI Safety & Alignment, Customer Support Operations, LLM-based Agents
Deliverable
production ML models
Required skills
Product management, AI/LLM product strategy, support operations, billing/payments systems, data pipelines, stakeholder management, prioritization trade-offs, technical system internalization
Preferred skills
Scaling high-volume support operations, building LLM-based support agents, defining contact-rate/case-deflection metrics, hypergrowth environments, driving engineering ownership of support drivers
Technologies
Claude (LLM), data pipelines, case routing tools, billing systems
Responsibilities
Define the strategy and roadmap for the support-to-product feedback loop; own the customer experience of getting unblocked via Claude or human agents; minimize blast radius of novel issues; partner with engineering to build scaling systems; drive product strategy for the in-house Claude support layer; own trade-off frameworks between intake, response time, cost, and quality.
Seniority
Senior, hands-on IC
