Product Support Specialist at Anthropic

Hybrid - Tokyo, Japan

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We are hiring our first Tokyo-based Product Support Specialists, who will grow our global presence as a team and serve as champions of our unique support brand. You’ll be at the front lines of safely delivering AI to the world by responding to, investigating, and tracking user needs in your day to day. Additionally, you’ll help us identify and close gaps in our team’s technical knowledge, provide high-touch support to strategic customers, and demonstrate deep care for how we systematically support customers at scale.

Requirements

Skills

  • Native-level Japanese and business-level English proficiency
  • Experience providing technical product support in English and Japanese, in a second tier, escalated, or priority support team
  • Familiarity with APIs and technical SaaS products
  • Ability to meet CSAT, SLA metrics
  • Strong user empathy and expert in lifecycle of a support case
  • Crisp written communication skills
  • Enjoy helping others learn about new features and complex concepts
  • Persistence and curiosity to track down bugs or issues
  • Experience contributing to the foundations of a support team
  • Proficiency at working in a technical environment and interest in Anthropic products
  • Deep sense of ownership

Responsibilities

  • Become an expert in all Anthropic products
  • Respond to user support cases in English and Japanese, ranging from simple billing or account questions to complex API debugging for large businesses
  • Communicate empathetically with a wide range of user personas, guiding executives in a high-touch model or assisting consumer users in a rapid pace
  • Manage on-call tasks for high-urgency user issues, including pager duty during APAC hours to ensure 24/7 support for critical queries
  • Prioritize tasks and adapt to an ever-evolving product landscape
  • Operate in ambiguity, making informed decisions even in never-before-seen situations
  • Partner with engineers, teammates, and internal stakeholders to diagnose and resolve user issues at scale
  • Suggest and drive improvements to increase user satisfaction through support processes and own initiatives to improve efficiency
  • Uplevel the team’s technical knowledge by scoping gaps, collaborating with cross-functional partners, and building resources that grow with our products

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