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 focusing on Learning and Education, you will own the programs that develop and grow our Product Support team's capabilities. This includes designing and running onboarding for new team members, program managing continuing education initiatives (such as "booster" trainings on complex topics or areas needing reinforcement), and driving enablement around product releases. You'll partner closely with the broader Product Support team on internal knowledge management strategy, ensuring our team has the expertise to handle any question that comes their way.
Responsibilities:
- Design, implement, and continuously improve the onboarding program for new Product Support team members
- Program manage continuing education initiatives, including identifying training needs, developing curriculum, and measuring effectiveness
- Lead release enablement efforts, ensuring the Support team has the resources and knowledge to support new products and features
- Partner on internal knowledge management strategy, ensuring our team can efficiently access and contribute to shared expertise
- Build feedback loops to understand where the team needs additional support or training
You might be a good fit if you:
- Have 4+ years of experience in learning & development, enablement, support operations, or similar roles in a technology company
- Demonstrate a data-driven approach, using metrics and insights to continuously improve programs and measure training effectiveness
- Possess strong communication skills with the ability to distill complex technical concepts into engaging learning experiences
- Excel at cross-functional collaboration, particularly with Product, Engineering, and Support teams
- Are proactive and solutions-oriented, with excellent program management abilities
- Thrive in a fast-paced environment and can adapt quickly to evolving products and priorities
- Have a passion for AI technology and helping others build their expertise
Strong candidates may also have:
- Background in instructional design or adult learning principles
- Experience building or scaling onboarding or L&D programs from early stages
- Experience with support or customer-facing teams specifically
