Responsibilities:
Team Leadership
- Lead and scale a global team of Support Managers and Specialists across AMER and EMEA
- Build a high-performance culture rooted in customer obsession, operational excellence, and continuous improvement
- Own hiring, onboarding, career development, and performance management for the human support organization
- Develop and mentor managers to lead their own high-performing teams
Enterprise & Paid Support
- Define and execute the strategy for our paid enterprise support offering, including tiered support packages, contractual SLAs, and expanded support channels
- Build and operationalize 24/7 human support coverage for premium customers
- Own the P&L, pricing strategy, and go-to-market approach for paid support in partnership with Sales and Finance
- Establish service delivery frameworks that consistently meet or exceed contractual commitments
Operations & Strategy
- Set team-wide goals, KPIs, and operating rhythms; use data to drive decisions and demonstrate impact
- Design and optimize support processes, workflows, and tooling to improve quality, efficiency, and scalability
- Own escalation management and ensure critical customer issues are resolved with urgency and care
- Drive voice-of-customer insights to Product, Engineering, and leadership to improve the overall customer experience
Cross-Functional Partnership
- Partner closely with Sales, Account Executives, and Customer Success to deliver seamless enterprise customer experiences
- Collaborate with Product and Engineering on product feedback loops, beta programs, and technical escalations
- Represent Support in executive reviews and cross-functional planning
You may be a good fit if you:
- Have 12+ years of experience in customer support, with at least 6 years leading support teams and 3+ years as a manager of managers
- Have built or scaled enterprise and/or paid support programs from the ground up, including defining SLAs, pricing, and service delivery models
- Have a strong track record of building high-performing, globally distributed support teams
- Are deeply experienced in B2B/enterprise support for technical products (SaaS, APIs, developer tools)
- Are data-driven and metrics-oriented; you know how to set goals, measure performance, and use insights to improve
- Have excellent judgment and can balance customer needs with business priorities
- Are a strong cross-functional partner, especially with Sales/GTM teams
- Communicate with clarity and empathy, whether with customers, executives, or your own team
- Are energized by ambiguity and building something new; you thrive in fast-paced, evolving environments
- Are genuinely curious about AI and excited to support customers using Anthropic's products
