Product Support Specialist

Overview

Product Support Specialist (Ireland, Contract) — join to apply for this role at 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.

The Role

We are hiring a Product Support Specialist (Ireland, Contract) to join Anthropic. In this role, you'll be at the front lines of safely delivering AI to the world. By responding to, investigating, and tracking user needs, you will help ensure users have a great experience with Anthropic products.

Contractors in this role will work 9am - 5pm (Irish Time) and will be scheduled to work either Sun–Thu or Tue–Sat.

Responsibilities

• Become an expert in all Anthropic products
  
• Respond to user support cases with a variety of complexity, from simple billing or account questions for individuals to complex, incident-level issues for large businesses
  
• Clearly and empathetically communicate with a wide range of user personas
  
• Prioritize critically and comfortably adapt to an ever-evolving product landscape
  
• Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
  
• Manage on-call tasks for high-urgency user issues with extreme ownership
  
• Work weekend shifts, operating with autonomy and exercising strong judgement in ambiguous situations
  

You may be a good fit if you

• Have experience in product support, preferably in an escalated or enterprise/strategic customer support team
  
• Have worked overnight shifts previously, and/or are familiar with being the sole member of your team online during your working hours
  
• Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.)
  
• Possess strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user's question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
  
• Have crisp but kind written communication skills and a deep care for the details
  
• Enjoy helping others learn about new features and complex concepts
  
• Are persistent and curious; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward
  
• Have experience contributing to the foundations of a support team – this is essential, highly valuable, but often unglamorous work
  
• Are proficient at working in a technical environment and are interested in Anthropic's products
  

Annual Salary

The expected salary range for this position is: € € EUR

Logistics

Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience.

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 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.

Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process

Seniority level

• Entry level
  

Employment type

• Contract
  

Job function

• Other
  

Industries

• Research Services
  

We encourage you to apply even if you do not believe you meet every single qualification.

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