Support Operations Specialist

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: Support Operations Specialist

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, 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.

How We're Different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

Key skills/competency

• Content Management
• Knowledge Management
• Technical Writing
• Support Operations
• Help Center Optimization
• AI Support Systems
• Performance Metrics Analysis
• Cross-functional Collaboration
• Project Management
• UX Writing
• Self-Service Resources