Support Operations Specialist - Enterprise AI Support

About the Role

We're hiring a Support Operations Specialist - Enterprise AI Support to join our team at Anthropic. In this role, you will be instrumental in pioneering an AI-native support model that serves our largest customers. As a Support Operations Specialist focused on Enterprise customers, you'll blend program management, system design, and operational excellence to transform how we deliver Enterprise support at scale. This is a fantastic opportunity to work in a fast-paced environment where you can leverage your skills in AI and customer support.

What You'll Do

• Own quarterly roadmaps for enhancing AI support effectiveness with Enterprise use cases, prioritizing initiatives based on customer impact and data insights.
• Design and implement conversation flows that provide personalized support by leveraging integrations, Model Context Protocol (MCP) connections, and external data sources.
• Build intelligent triage logic and escalation rules that balance AI efficiency with human touch for complex cases.
• Analyze CSAT, resolution rates, and escalation patterns to identify opportunities for automation and improvement.
• Scope, design, and implement processes, tools, and systems specifically for Enterprise customer needs.
• Create monitoring dashboards and reporting mechanisms to track AI performance and translate insights from customer interactions into actionable improvements.
• Partner with Product, Engineering, and GTM teams to integrate Enterprise feature launches into support workflows.

Requirements

• 5+ years of experience in support operations, customer success operations, or similar roles (Enterprise/B2B customer exposure strongly preferred).
• Strong program and project management skills with a track record of delivering complex, cross-functional initiatives.
• Hands-on experience with ticketing systems (ideally Intercom), help centers, and support automation tools.
• Genuine excitement about AI and its potential to enhance human expertise in customer support.
• Deep empathy for customer pain points and a consistent focus on user experience in operational decisions.
• Analytical rigor combined with creative problem-solving abilities.
• Excellent written communication skills to translate complex technical concepts into clear documentation.
• Ability to thrive in ambiguous environments and create structure and process where none exists.

Nice to Have

• Experience in AI-driven customer support environments.
• Familiarity with data analytics tools.
• Knowledge of emerging AI technologies and trends.

What We Offer

• Annual salary range of $131,040—$165,000 USD.
• Location-based hybrid policy with flexible working hours.
• Visa sponsorship and relocation package available.
• Generous vacation and parental leave.
• Collaborative and inclusive work environment.
• Opportunities for professional growth and development.
• Access to cutting-edge AI research and technology.