Support Operations Specialist, AI Agent Management
AnthropicAbout 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 humans at the right time.
Working as part of our AI Support function, you'll execute on the Fin optimization roadmap—configuring AI behaviors, building integrations that expand what Fin can do, designing conversation flows that create a seamless customer experience, and maintaining the automated workflows that power our support operation. This is a hands-on, technically oriented role where you'll spend your time in Intercom configuring Fin's guidance rules and detection attributes, standing up integrations with tools like Stripe and our status page, and monitoring how these capabilities perform in production.
Responsibilities
- Design and optimize conversation flows, triage logic, and handoff behaviors that create seamless transitions between AI and human support across different customer segments
- Configure and maintain Fin's Guidance rules and Attributes to improve AI response quality, tone, and inbound categorization
- Build and maintain integrations between Fin and external systems (Stripe, status page, etc.) that enable the AI agent to take action on behalf of users—processing refunds, fetching subscription details, surfacing incident status, and more
- Design, implement, and troubleshoot automated workflows for refunds, subscription management, and other transactional support actions, including guardrails, validation logic, and exception handling to ensure safe and reliable execution
- Own Fin over email setup and maintenance, ensuring consistent AI support quality across channels
- Contribute to AI support effectiveness monitoring by tracking resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities
- Provide input on the Fin optimization roadmap based on hands-on experience with configuration, capability gaps, and conversation analysis
- Partner with the AI Support Systems team on technical dependencies where Fin capabilities intersect with help desk infrastructure
You might be a good fit if you:
- Have 3+ years of experience in support operations, support engineering, chatbot/AI agent configuration, or similar roles in a technology company
- Have hands-on experience configuring AI agents, chatbots, or automation tools—ideally within Intercom, Zendesk, or similar platforms
- Think in terms of conversation design: you naturally consider how tone, structure, and flow shape the customer experience, not just whether the right answer gets delivered
- Are technically comfortable working with integrations, APIs, and workflow builders without needing engineering support for every change
- Understand that enabling an AI agent to take action requires careful attention to guardrails, edge cases, and safe execution paths—not just connecting systems
- Demonstrate a data-driven approach, using metrics like automation rates, resolution rates, and CSAT to evaluate whether capabilities are working and where to iterate
- Can manage multiple in-flight projects simultaneously, balancing new capability builds with maintenance of existing workflows
- Are detail-oriented and quality-focused—you test thoroughly before shipping and monitor closely after
- Communicate clearly with both technical and non-technical stakeholders
- Thrive in a fast-paced environment where the product and support landscape evolve rapidly
- Are genuinely excited about AI and see the potential for AI agents to transform customer support from reactive ticket resolution into proactive, end-to-end problem solving
Strong candidates may also have:
- Experience specifically with Intercom's Fin AI agent or similar AI support tools
- A background in conversation design, UX writing, or content design for conversational interfaces
- Experience building or managing automated workflows that handle transactional actions (refunds, subscription changes, account modifications)
- Familiarity with support metrics frameworks (automation rates, deflection, CSAT) and how operational decisions connect to business outcomes
- Experience working with Stripe integrations or payment/subscription systems
- Background in support engineering or technical support operations
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. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. 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