Founding Social Escalations Lead

Anthropic; San Francisco (CA); On-site; USD 210,000 - 260,000; Full time

Job summary

Anthropic seeks an experienced Social Escalations Manager to be a founding member of a new pillar within Operations: Community & Executive Escalations. You will stand up the function from scratch, monitor brand conversations, triage issues on public social platforms, and own escalations end-to-end during your coverage hours.

You will produce real-time social reports, brief executives, support Communications, and craft post-escalation analyses to reduce reputational risk.

Qualifications

• 6+ years in social analytics, escalations management, or front-line operations.
• Deep knowledge of the social landscape and hands-on experience using social listening tools.
• Excellent judgment under pressure and ability to track how issues spread.
• Clear written communication to brief executives and document incidents.
• Comfort coordinating across functions in real time.
• Bias toward action and ability to define processes in a nascent team.
• Commitment to protecting Anthropic's reputation.

Responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs.
• Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria.
• Own social escalations end-to-end during coverage hours.
• Brief executives on live situations and coordinate with Communications on the facts.
• Build real-time social reports to drive actionable recommendations to resolve incidents.
• Write post-escalation reports detailing what happened and what should change.
• Iterate on playbooks and templates based on learnings from real cases.

Skills

Social analytics

Escalations management

Customer support

Communication

Calm under pressure

Cross-functional coordination

Pattern-detection

Action-oriented

Tools

Social listening tools

Job description

Anthropic seeks an experienced Social Escalations Manager to be a founding member of a new pillar within Operations: Community & Executive Escalations. You will stand up the function from scratch, monitor brand conversations, triage issues on public social platforms, and own escalations end-to-end during your coverage hours.

You will produce real-time social reports, brief executives, support Communications, and craft post-escalation analyses to reduce reputational risk.