Responsibilities:

• Become an expert in all Anthropic products
• Respond to user support cases, in English and Japanese, with a variety of complexity
• Clearly and empathetically communicate with a wide range of user personas
• Manage on-call tasks for high-urgency user issues with extreme ownership
• Prioritize critically and comfortably adapt to an ever-evolving product landscape
• Operate in ambiguity, making informed decisions even in never-before-seen situations
• Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
• Suggest and drive improvements to increase user satisfaction through support processes as well as own initiatives that increase efficiency and drive down contact rates
• Uplevel our team's technical knowledge by scoping gaps, working with cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products

Requirements:

• Experience in providing technical product support, in both English and Japanese, within a second tier, escalated, or priority support team
• Familiarity with APIs and technical SaaS products and can deeply understand technical docs with ease
• Demonstrated ability to thrive in fast-paced, reactive situations while meeting core support metrics targets
• Strong user empathy and are expert in the lifecycle of a support case
• Crisp but kind written communication skills and a deep care for the details
• Enjoy helping others learn about new features and complex concepts
• Persistent and curious, delighting in the hunt of tracking down a bug or issue, and energized by fixing this for all similar users going forward
• Experience contributing to the foundations of a support team
• Proficient at working in a technical environment and are interested in Anthropic's products
• Deep sense of ownership, and excited to help us build our team!

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