# 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-52a5bf18-6b8/

## Description

## 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.

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- support operations
- team management
- tiered support model
- Intercom
- AI support agents
- analytical skills

### Nice to have
- B2B support
- partner programs
- regional support
- Salesforce
- Claude API

---

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)