# Partner Support Operations Lead

**Company**: Anthropic
**Location**: San Francisco, CA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $215,000-$300,000 USD
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q116758847

**Apply**: https://job-boards.greenhouse.io/anthropic/jobs/5453322008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/partner-support-operations-lead-094ace86-35f/

## Description

## 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.

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## Skills

### Required
- Intercom
- support operations
- analytical skills
- judgment
- writing
- AI support agent
- tiered support model
- BPO support team

### Nice to have
- Salesforce
- Claude API
- partner support
- B2B support
- channel support

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/anthropic/jobs/5453322008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)