Tokyo-based Customer Success Manager role requiring a bachelor’s degree or equivalent experience. Staff are expected in an office at least 25% of the time; visa sponsorship is offered.
About this role
The Product Support Specialist sits within Anthropic’s global product support function, helping users of its AI products and strengthening support systems as usage grows. The role serves individual users and strategic customers while working with engineers and other internal partners to resolve issues and close gaps in team knowledge.
The specialist handles cases from billing and account questions to complex API debugging, investigates bugs, manages urgent issues, and creates resources that improve future resolutions. The work calls for familiarity with APIs, technical SaaS products, and technical documentation, plus ownership of support processes and metrics such as CSAT and SLA.
Applicants should have experience in technical product support within a second-tier, escalated, or priority-support team. The posting also requires clear written communication, user empathy, the ability to operate in reactive situations, and experience contributing to a support team’s foundations. A bachelor’s degree or equivalent education, training, and relevant experience is listed.
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