Product Manager (Technical), Product Support Experience

As a Product Manager, Technical, you will own and be responsible for building a world-class support experience for Anthropic's customers and the Product Support team.

You will partner with Product Support Operations, AI Support, Billing, Fraud, and Product Engineering teams to build the systems that decide how Anthropic's users get unblocked when something goes wrong, and how what they report turns into product fixes, in partnership with the product teams that own the experience.

Claude will be the primary operator of that support experience.

Responsibilities

• Partner with Product Support Operations, AI Support, and product engineering teams to own the systems behind the support experience end to end: the path from a recurring support driver to a shipped product fix, the Claude-based AI support layer that handles most inbound volume, and the tooling that helps human agents resolve what's left quickly and accurately.

• Your north star is fewer support cases per user, and whole categories of cases eliminated, even as the product grows.

• You'll define the end-to-end experience Claude delivers: diagnosing a billing failure, resolving it or escalating it, recognizing when the same failure is showing up across many customers, filing the bug with repro steps and a proposed fix, getting that to the engineering team that owns the driver, following up with the customer to confirm the issue was actually resolved, and confirming the category actually goes away once the fix ships.

• You will define and own the strategy and roadmap for the support-to-product feedback loop, including the escalation paths for billing, fraud, and high-visibility cases, and the metrics that show whether contact rate is falling.

Requirements

• 7+ years of product management experience, with deep exposure to support systems, customer operations tooling, billing or payments, or internal platforms that serve operations teams

• Experience taking technical platform products from infancy to scale: you've built something from the ground up and grown it to serve demanding internal or external engineering customers

• Track record of building products that balance the needs of multiple personas, and of making prioritization trade-offs between them and communicating them clearly

• Ability to internalize complex technical systems (case routing, billing and payments flows, LLM-based agents, data pipelines) and translate that understanding into a comprehensive product vision

• Fluent across functions: you're equally credible reading a failed-payment trace with engineers, walking a specialist through why a driver got deprioritized, and explaining intake trends to leadership

Nice to Have

• Built or scaled the systems behind a high-volume support operation for consumer or developer products: case data pipelines, driver analytics, or LLM-based support agents.

• Shipped an LLM-based support or operations agent in production and understand the trust, escalation, and quality-measurement problems that come with it.

Logistics

• Annual Salary: $385,000-$460,000 USD