Partner Support Operations Lead

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 Claude Partner Network is how partners build, sell, and deliver on Claude. Partner Support keeps them moving: getting set up, getting certified, registering their work, and understanding where they stand in the program. It runs in layers. Self-serve and an AI support agent handle what they can, an outsourced vendor team works the in-scope (L1) topics, and our specialists take the escalated (L2) cases that need judgment. As our Partner Support Operations Lead, you will run partner support end to end: the team, the operating model, and the systems behind every layer. Partner Programs sets program policy. You will build and run the service levels, knowledge, quality bar, and escalation paths that put that policy into practice, and keep them reliable as volume grows. This is a hands-on operator and builder role. You will be close enough to the queue to know why a case was hard or a rule broke, while you build the team, the vendor coverage, and the Claude-powered automation that keep support from growing in line with partner count. Key responsibilities Manage the partner support team: set priorities and clear expectations, coach the Partner Support Specialists, address performance early, and expand the team if volume or coverage calls for it Own the support operating model: the L1 and L2 boundary, severity definitions, service levels, and escalation paths; review misrouted and wrongly escalated tickets, and fix the rule as well as the ticket Run the L2 queue to its service levels: coverage across shifts, one owner for every case, clean handoffs to the teams that hold the answer, and careful handling of sensitive and high-impact partner issues Manage the support service line with our business process outsourcing (BPO) team: work with their leads day to day and hold a stated quality bar through training and sign-off for each new cohort, the QA rubric and calibration, the weekly operating review, and corrective action when quality or coverage slips Own the knowledge layer: one source of truth for the help center, macros, and AI agent content, updated when a program change ships, so every layer gives partners the same answer from day one of a launch Own the support platform: routing, conversation attributes, views, workflows, access, and service-level reporting; keep the taxonomy short, consistent, and reportable Scale through self-serve, vendors, and Claude: use topic and outcome data to decide what moves to each, and build automations for tagging, routing, QA screening, and reporting; test them on real tickets and add human checkpoints where a wrong answer carries risk Turn what partners ask into fixes: bring the recurring causes behind ticket volume to Partner Programs, Partner Business Systems, and other owners, and follow each one through until the tickets stop Run support on a scorecard covering responsiveness, resolution, escalation accuracy, and quality, and use it to plan capacity and to tell the team, the vendor, and leadership what to fix next Minimum qualifications Support operations experience at a technology company, including managing a small team Experience running an outsourced or BPO support team: onboarding waves, service levels, QA rubrics, calibration, and performance feedback A track record of building a tiered support model from an early stage and running it as volume grew Hands-on depth in Intercom or a comparable platform (Zendesk, Salesforce Service Cloud): routing rules, attributes, workflows, reporting, and permissions Experience running knowledge and content for an AI support agent, including how to review answer quality and close content gaps Strong analytical instincts: able to read ticket data, find the cause behind a spike or a backlog, and turn it into a fix and a capacity plan Sound judgment while the program is still moving: able to make the call with incomplete information, hold a policy line with a frustrated partner or an internal stakeholder, and keep the relationship intact A builder's mindset and clear writing: you use tools like Claude to automate your own work, and you document what you build so a new teammate or vendor lead can run it Preferred qualifications Support operations experience in a B2B, partner, or channel environment Experience supporting a partner, reseller, systems integrator, or independent software vendor (ISV) program Experience building support coverage across regions, time zones, or languages Familiarity with Salesforce, and with the Claude API, Claude Code, or MCP The annual compensation range for this role is listed below. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. Annual Salary: $215,000 — $300,000 USD Logistics Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices. Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this. For roles performing work in California: We will consider for employment all qualified applicants, including those with arrest or conviction records or criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings. 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. The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences. Come work with us! Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.