Partner Support Operations Lead

Job Overview

The Partner Support Operations Lead role at Anthropic involves managing partner support end-to-end, including the team, operating model, and systems. This role requires building and maintaining service levels, knowledge, quality standards, and escalation paths.

Key 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, severity definitions, and escalation paths.
• Oversee the L2 queue to meet service levels, ensuring coverage across shifts and handling sensitive partner 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 a single source of truth for support content.
• Manage the support platform, including routing, workflows, and reporting.
• Scale support through self-serve, vendors, and automation, using data to inform decisions.
• Identify recurring causes of ticket volume and work with teams to implement fixes.
• Monitor support metrics and use them to plan capacity and prioritize improvements.

Minimum Qualifications

• Experience in support operations at a technology company, including team management.
• Background in managing an outsourced or BPO support team.
• Proven track record of building and running a tiered support model.
• Hands-on experience with support platforms like Intercom, Zendesk, or Salesforce Service Cloud.
• Experience with AI support agents and content management.
• Strong analytical and problem-solving skills.
• Sound judgment and decision-making abilities.
• Builder's mindset with experience in automation and documentation.

Preferred Qualifications

• Experience in B2B, partner, or channel environments.
• Background in supporting partner, reseller, or ISV programs.
• Experience building support coverage across regions or languages.
• Familiarity with Salesforce and Claude API.

Logistics

• Annual salary: $215,000 - $300,000 USD.
• Minimum education: Bachelor's degree or equivalent.
• Required field of study: Relevant to the role.
• Location-based hybrid policy: 25% office time.
• Visa sponsorship: Available.