AI Support & Platform Product Manager

Anthropic Limited; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Anthropic Limited in San Francisco is seeking a Product Manager, Technical to own the world-class support experience for Claude users. You will partner with Product Support Operations, AI Support, Billing, Fraud and Product Engineering to translate customer reports into product fixes, with Claude as the primary operator.

You will define end-to-end workflows, measure case volume, and drive the roadmap for the support-to-product feedback loop, aiming to reduce inbound cases and improve CSAT across

Qualifications

• 7+ years of product management experience with exposure to support systems or billing
• Experience taking technical platform products from infancy to scale
• Track record of balancing needs of multiple personas and communicating trade-offs

Responsibilities

• Own and define the end-to-end support-to-product loop for Claude-based support
• Drive metrics: inbound case volume, time to fix, and CSAT targets; reduce cases over time
• Partner with engineering and data science to scale Claude-based support and drive product improvements

Skills

Product management

Support systems

Billing

Internal platforms

Tools

CRM systems

Ticketing systems

Analytics tools

Job description

Anthropic Limited in San Francisco is seeking a Product Manager, Technical to own the world-class support experience for Claude users. You will partner with Product Support Operations, AI Support, Billing, Fraud and Product Engineering to translate customer reports into product fixes, with Claude as the primary operator.

You will define end-to-end workflows, measure case volume, and drive the roadmap for the support-to-product feedback loop, aiming to reduce inbound cases and improve CSAT across