Support Operations Specialist, Content & Knowledge Management

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About The Role

The Support Operations team at Anthropic is dedicated to optimizing and scaling the Product Support function to deliver exceptional user experiences. As a Support Operations Specialist, Content & Knowledge Management, you will be instrumental in creating, organizing, and maintaining user-facing content that empowers our users to get the most out of our products. You'll write and optimize Help Center articles, develop content for our AI support system, and ensure our knowledge base stays accurate and comprehensive as our products evolve. You'll use performance data to identify content gaps and partner with teammates and cross-functional partners in Product, Education, and Marketing to keep our self-service resources aligned with Anthropic's overall education strategy.

Responsibilities

• Write, edit, and optimize Help Center articles, ensuring content is informative, accurate, and easy to navigate
• Develop and maintain content for our AI support system, improving effectiveness through data-driven insights
• Audit existing content for quality, consistency, and technical accuracy
• Monitor performance metrics across self-service channels to identify content gaps and improvement opportunities
• Collaborate with subject matter experts to translate complex technical concepts into accessible user-facing content

You Might Be a Good Fit If You

• Have 3+ years of experience in content/knowledge management, technical writing, support operations, or similar roles in a technology company
• Possess strong writing skills with the ability to transform complex technical concepts into clear, accessible content
• Demonstrate a data-driven approach, using metrics and insights to continuously improve content and self-service resources
• Excel at cross-functional collaboration, particularly with Product, Engineering, and Support teams
• Are proactive and solutions-oriented, with strong project management abilities
• Have working knowledge of support ticketing systems or help center platforms
• Thrive in a fast-paced environment and can adapt quickly to evolving products and priorities
• Have a passion for AI technology and helping others understand and maximize its potential

Strong Candidates May Also Have

• Hands-on experience with tools like Intercom, Zendesk, or similar platforms
• Experience measuring and improving self-service deflection rates
• Background in UX writing or content design

Compensation and Logistics

The annual compensation range for this role is $131,040—$165,000 USD. We require at least a Bachelor's degree in a related field or equivalent experience. Currently, we expect all staff to be in one of our offices at least 25% of the time, following a location-based hybrid policy. We do sponsor visas and will make every reasonable effort to get you a visa if an offer is extended.

How We're Different

At Anthropic, we believe the highest-impact AI research will be big science, working as a single cohesive team on a few large-scale research efforts. We value advancing our long-term goals of steerable, trustworthy AI through empirical science. We are an extremely collaborative group, hosting frequent research discussions, and greatly value communication skills. Our research directions include GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Key skills/competency

• Content Management
• Knowledge Management
• Technical Writing
• Support Operations
• Help Center Platforms
• AI Support Systems
• Data Analysis
• Cross-functional Collaboration
• Project Management
• User Experience Writing