Customer Support • Lead

Who you are

You have extensive experience in leading customer support teams, ideally within a technology or AI-focused environment. Your leadership style fosters a high-performance culture that prioritizes customer satisfaction and operational excellence. You are skilled in developing and mentoring managers, ensuring they can lead their own teams effectively. You understand the nuances of enterprise support and are adept at defining and executing strategies that meet customer needs. Your analytical mindset allows you to set team-wide goals and KPIs, using data to drive decisions and demonstrate impact. You are passionate about continuous improvement and optimizing support processes to enhance quality and efficiency.

Desirable

Experience in building 24/7 support coverage and managing P&L for support services would be advantageous. Familiarity with AI systems and their implications for customer support is a plus. You thrive in collaborative environments and can effectively communicate with cross-functional teams, including Sales and Product.

What you'll do

In this role, you will lead and scale a global team of Support Managers and Specialists across AMER and EMEA. You will be responsible for building a high-performance culture rooted in customer obsession and operational excellence. You will own the hiring, onboarding, career development, and performance management for the human support organization. You will define and execute the strategy for our paid enterprise support offering, including tiered support packages and contractual SLAs. Your role will involve building and operationalizing 24/7 human support coverage for premium customers, ensuring that critical customer issues are resolved with urgency and care. You will establish service delivery frameworks that consistently meet or exceed contractual commitments, and you will drive voice-of-customer insights to Product and Engineering teams to improve our offerings.

What we offer

At Anthropic, we offer competitive compensation and benefits, including optional equity donation matching, generous vacation and parental leave, and flexible working hours. You will have the opportunity to work in a lovely office space that fosters collaboration with colleagues. We are committed to creating a supportive and inclusive environment where you can thrive and make a meaningful impact in the field of AI.