About this role
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 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 Content & Knowledge Management, 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
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.
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 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.
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. 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
Other facts
About Anthropic
We're an AI research company that builds reliable, interpretable, and steerable AI systems. Our first product is Claude, an AI assistant for tasks at any scale.
Our research interests span multiple areas including natural language, human feedback, scaling laws, reinforcement learning, code generation, and interpretability.
What you'll do
- The Support Operations Specialist will write, edit, and optimize Help Center articles while developing and maintaining content for the AI support system. They will also audit existing content and monitor performance metrics to identify gaps and improvement opportunities.
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