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Anthropic is hiring its first Tokyo-based Product Support Specialists to expand its global presence and serve as champions of customer support excellence. This role sits at the front lines of safely delivering AI to the world, responding to, investigating, and tracking user needs daily.
You will provide technical product support in both English and Japanese to a diverse customer base ranging from individual users to large enterprises across APAC/ANZ. Responsibilities include becoming an expert in Anthropic's product suite, responding to support cases of varying complexity (from billing questions to complex API debugging), and managing on-call tasks for high-urgency issues including pager duty during APAC hours to ensure 24/7 critical support coverage.
Key responsibilities: respond to user support cases with empathy and technical depth; context-switch between high-touch executive support and rapid consumer assistance; manage critical on-call and pager duty tasks with extreme ownership; prioritize and adapt to an evolving product landscape; operate effectively in ambiguous situations; partner with engineers and cross-functional teams to diagnose and resolve issues at scale; drive improvements to support processes and efficiency; and uplevel team technical knowledge by identifying gaps and building resources.
Ideal candidates have experience in technical product support (tier 2, escalated, or priority support teams) with fluency in both English and Japanese. You should be familiar with APIs and technical SaaS products, thrive in fast-paced reactive situations while meeting support metrics (CSAT, SLA), possess strong user empathy and written communication skills, and demonstrate curiosity and persistence in problem-solving. Experience contributing to the foundations of a support team is particularly valuable for this role as one of the first APAC support hires. A bachelor's degree or equivalent is required.
Work schedule: 10am–6pm, Monday to Friday. Anthropic expects staff to be in office at least 25% of the time under its hybrid policy, though some roles may require more office time. Visa sponsorship is available.
