Product Support Specialist

About Anthropic

Anthropic is dedicated to developing AI systems that are reliable, interpretable, and controllable, with an overarching mission to ensure AI remains safe and beneficial for users and society. Our rapidly expanding team includes researchers, engineers, policy experts, and business leaders collaboratively advancing beneficial AI technologies.

Role Overview

We are recruiting our inaugural Singapore-based Product Support Specialists to expand our global footprint and embody our distinctive support ethos. In this frontline position, you will address and analyze user needs daily, ensuring the secure delivery of AI solutions worldwide. Additionally, you will help identify knowledge gaps within the team, provide personalized assistance to key clients, and contribute to refining the way we deliver scalable customer support.

Key Responsibilities

• Develop comprehensive expertise across all Anthropic products.
• Handle diverse user support inquiries ranging from straightforward billing and account questions from individual users to complex API issues affecting enterprise clients.
• Communicate clearly and empathetically with a variety of user profiles, adapting between in-depth executive guidance and quick-paced consumer assistance.
• Take ownership of on-call duties for urgent user concerns, including critical pager responsibilities during APAC hours to maintain 24/7 support for high-priority cases.
• Effectively prioritize tasks and adapt to a continuously evolving product environment.
• Operate confidently amid ambiguity, making sound decisions in novel situations.
• Collaborate with engineering teams, peers, and other stakeholders to diagnose and resolve user problems both individually and at scale.
• Initiate and implement improvements to enhance user satisfaction and streamline support processes, aiming to reduce contact frequency.
• Enhance the team's technical expertise by identifying knowledge gaps, partnering cross-functionally to understand complex nuances, and creating scalable resources aligned with evolving products.

Candidate Profile

• Experience providing technical product support within a secondary or priority escalated support team.
• Familiarity with APIs and technical SaaS products, capable of comprehending detailed technical documentation.
• Proven ability to excel in fast-paced, reactive environments while achieving key support performance indicators like CSAT and SLA.
• Strong empathy for users, adept at interpreting underlying needs beyond their queries to deliver efficient, satisfactory resolutions.
• Excellent written communication that is concise, kind, and detail-oriented.
• Passion for educating users about new features and complex topics.
• Persistent and inquisitive nature, enjoying the process of diagnosing bugs and improving outcomes for all users.
• Experience contributing to foundational support team development, especially valuable here as this role is among the first hires in APAC.
• Technical proficiency and genuine interest in Anthropic’s AI products.
• Deep sense of ownership and enthusiasm for helping build and shape the support team.

Additional Information

• Minimum education requirement: Bachelor's degree or equivalent experience through education, training, or work.
• Relevant field of study aligned with the role, demonstrated through coursework or professional background.
• Required work experience aligns with internal position levels.
• Hybrid work policy expects staff presence in office at least 25% of the time, with some roles demanding more onsite engagement.
• Visa sponsorship is available, though not guaranteed for every role or candidate; offers include support via immigration counsel.
• Applicants who do not meet all qualifications are still encouraged to apply; the company values diversity and representation for ethical AI development.
• Security Advisory: Official communications come only from @anthropic.com emails or verified recruiting agencies representing Anthropic. Watch out for scams; legitimate recruiters never request payments or banking information prior to employment.

Company Philosophy

Anthropic views AI research as a large-scale scientific endeavor valuing collaboration and impactful work over niche projects. We host frequent discussions to align the team on high-priority goals and value excellent communication skills. Our research builds on foundational work like GPT-3 and focuses on AI safety, interpretability, and human preference learning.

Benefits

We provide competitive pay and benefits, optional equity donation matching, ample vacation and parental leave, flexible hours, and a modern office environment fostering collaboration.