Product Manager (Technical), Product Support Experience

Job summary

Responsibilities

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…

• 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…
• 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…
• 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…
• Deeply understand the needs of Product Support Operations, AI Support, Billing, Fraud, and the product engineering teams that own support drivers, from specialists handling…

What they're looking for

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