Founding Social Escalations Lead

Anthropic Limited; New York (NY); Hybrid; USD 210,000 - 260,000; Full time

Benefits offered by this job

Equity donation matching

Generous vacation and parental leave

Flexible working hours

Job summary

Anthropic Limited is seeking an experienced Social Escalations Manager to join as a founding member of the Community & Executive Escalations pillar. You will monitor public social channels, triage issues, own escalations end-to-end, and deliver real-time reports with actionable recommendations to reduce reputational risk.

The role requires deep fluency in social analytics, strong judgment under pressure, and excellent written communication.

Qualifications

• 6+ years of experience in social analytics, escalations management, customer support, or related front-line operations
• Deep knowledge of the social landscape and hands-on experience with social listening tools
• Excellent judgment under pressure and strong written communication
• Comfort coordinating across functions in real time and influencing partners without authority
• Bias toward action; ability to define what good looks like in a brand-new team

Responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to manage social escalations
• Monitor public social channels for brand mentions and triage escalations
• Own social escalations end-to-end during coverage hours
• Brief executives and provide accurate facts to Comms partners during live situations
• Build real-time social reports translating data into actionable recommendations
• Write post-escalation reports detailing what happened and what should change
• Iterate on playbooks, templates, criteria, and SOPs based on cases
• Maintain a calm, data-driven approach to protect Anthropic's reputation

Skills

Social analytics

Escalations management

Customer support

Social listening tools

Written communication

Tools

Social listening tools

Job description

Anthropic Limited is seeking an experienced Social Escalations Manager to join as a founding member of the Community & Executive Escalations pillar. You will monitor public social channels, triage issues, own escalations end-to-end, and deliver real-time reports with actionable recommendations to reduce reputational risk.

The role requires deep fluency in social analytics, strong judgment under pressure, and excellent written communication.