Support Operations Analyst - Remote Position at Anthropic

About the Role

We are looking for a Support Operations Analyst to join our team at Anthropic. In this remote position, you will build the analytical and workforce planning foundation that enables our support organization to scale intelligently. This role sits at the intersection of data analysis, capacity planning, and operational strategy—providing the insights leadership needs to make confident decisions about staffing, investment, and service levels.

What You'll Do

• Build and maintain staffing models that translate SLA targets into headcount requirements across FTE and vendor teams.
• Forecast support volume by analyzing historical trends, product release calendars, model launches, and customer base growth projections.
• Factor AI support effectiveness into capacity models to ensure accurate human staffing projections.
• Partner with vendor managers to align contractor capacity with demand forecasts and service level requirements.
• Develop frameworks for prioritizing automation initiatives based on volume impact and deflection potential.

Requirements

• 4+ years of experience in workforce management, support operations analytics, business analytics, or similar roles.
• Strong SQL skills and experience with data warehouses (e.g., BigQuery) and analysis tools like Hex, Looker, or similar.
• Hands-on experience with forecasting and capacity planning.
• Comfortable working with ambiguity and translating complex data into actionable insights.
• Understanding of support operations metrics (SLAs, handle time, CSAT, deflection rates) and their business impact.

Nice to Have

• Experience with workforce management platforms (e.g., Assembled, NICE, Calabrio).

What We Offer

• Competitive salary ranging from $131,040 to $165,000.
• Flexible working hours and a remote work environment.
• Generous vacation and parental leave policies.
• Optional equity donation matching.
• Support for visa sponsorship for international candidates.

Join us as a Support Operations Analyst and contribute to our mission of creating reliable, interpretable, and steerable AI systems. This remote role offers a unique opportunity to work at the forefront of AI technology while ensuring our support operations are efficient and effective.