Partner Support Operations Lead

Job Overview

The Partner Support Operations Lead is a key role at Anthropic, responsible for managing partner support end-to-end, including the team, operating model, and systems.

Responsibilities

• Manage the partner support team, setting priorities and expectations, coaching specialists, and expanding the team as needed.
• Develop and maintain the support operating model, including L1 and L2 boundaries, service levels, and escalation paths.
• Oversee the L2 queue, ensuring coverage across shifts, one owner per case, and careful handling of sensitive issues.
• Collaborate with the business process outsourcing (BPO) team to manage the support service line, including training, QA, and performance feedback.
• Maintain the knowledge layer, ensuring one source of truth for help center, macros, and AI agent content.
• Optimize the support platform, including routing, conversation attributes, and service-level reporting.
• Scale support through self-serve, vendors, and Claude-powered automation.
• Analyze ticket data to identify recurring causes and implement fixes.
• Run support on a scorecard covering responsiveness, resolution, escalation accuracy, and quality.

Requirements

• Support operations experience at a technology company, including managing a small team.
• Experience running an outsourced or BPO support team.
• A track record of building a tiered support model and running it as volume grew.
• Hands-on experience with Intercom or a comparable platform.
• Experience running knowledge and content for an AI support agent.
• Strong analytical instincts and sound judgment.
• A builder's mindset and clear writing skills.

Preferred Qualifications

• Support operations experience in a B2B, partner, or channel environment.
• Experience supporting a partner, reseller, systems integrator, or ISV program.
• Familiarity with Salesforce and the Claude API.

Compensation

The annual compensation range for this role is $215,000-$300,000 USD.