Support Operations Specialist, AI Agent Management

Job description

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 AI Agent Management, you will sit within our AI Support function and be instrumental in building and improving the capabilities of Fin, our AI support agent. This role sits at the intersection of conversation design and support automation. You'll shape how our AI agent communicates—its tone, structure, handoff logic, and interaction flow—while also building the backend scaffolding that enables it to take real action on behalf of users. The goal isn't just an AI that answers questions; it's an AI that resolves issues end-to-end: processing refunds, managing subscriptions, verifying account details, and routing complex cases to the right human...