# Product Support Manager (Dublin)

**Company**: Anthropic
**Location**: Dublin, IE
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: €125,000-€145,000 EUR
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q116758847

**Apply**: https://job-boards.greenhouse.io/anthropic/jobs/5189011008
**Canonical**: https://yubhub.co/jobs/job_f3bde1f2-604

## Description

We are hiring a Product Support Manager in Dublin to manage a team of Product Support Specialists and focus on enhancing our Enterprise Support offering.

In this role, you'll be responsible for building and managing a happy and high-performing Specialist team that is at the front lines of safely delivering AI to the world. As part of a global Support organization, you'll collaborate closely with peers in other regions to ensure users of all types have a great experience with Anthropic's products.

Responsibilities:

- Hire, lead, and develop a team of happy, high-performing Product Support Specialists

- Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development goals and growth

- Monitor team performance and course correct both in real-time and strategically as needed

- Manage day to day team operations, including proactive capacity management and ad hoc unblocking of your Specialists as they action their daily work

- Partner with peer leaders in other regions to ensure consistent global support delivery in routine casework as well as on-call or high-urgency responsibilities

- Work closely with go-to-market (GTM) stakeholders to scope, execute, and iterate upon our offerings for our most strategic customers; interact with these internal users daily

- Drive large-scale initiatives that raise the bar for our organization, leveraging data to make decisions and with a keen understanding of broader business goals

- Continuously strive for exceptional user experiences, with a focus on high-touch Enterprise Support

- Partner with cross-functional stakeholders across the organization to build efficiencies and improve user experience

- Communicate clearly and effectively with your team, stakeholders, and external customers

You may be a good fit if you:

- Have 6+ years of product support experience and 3+ years in a people management role

- Have been part of a B2B Enterprise or Strategic Support team (as a bonus, you also understand the needs of Consumer, scaled support users)

- Thrive in a fast-paced, ever-changing environment, and have demonstrated success in bringing your team along during periods of rapid growth

- Successfully operate in ambiguity, practicing good judgment and awareness of broader priorities in order to make decisions and get things done

- Care deeply about continuous improvement and elevating ambitions in the name of user experience

- Enjoy building trust and collaborating closely with cross-functional partners

- Can capably navigate tough conversations, empathetically driving solutions and steps forward

- Value regularly seeking, providing, and incorporating feedback when it comes to the way you and your team operate

- Are interested in developing deep product expertise in order to comprehensively support your team and knowledgeably role model user first behaviors

- Prefer to use data to make decisions or advocate for users, and know your way around basic to intermediate SQL queries

- Consider yourself at least somewhat knowledgeable with APIs and capable of confidently understanding technical documentation in order to help debug errors

- Are comfortable working with a globally distributed team and building strong remote and in-office relationships

- Are excited about Anthropic's products and already familiar with some of the ways AI can have a positive impact on your work

The annual compensation range for this role is €125,000-€145,000 EUR.

## Skills

### Required
- product support
- team management
- coaching
- feedback
- data analysis
- SQL
- APIs
- technical documentation

### Nice to have
- AI
- machine learning
- cloud computing
- collaboration tools