Interview Studio

Requirements found

Training (must) Onboarding (must) Salesforce (must) Zendesk (must) Writing (must) Sales (nice) Recruiting

What this posting asks for

Level: Lead / staff — The title says "Lead".

Main responsibilities

• Manage the partner support team: set priorities and clear expectations, coach the Partner Support Specialists, address performance early, and expand the team…
• Own the support operating model: the L1 and L2 boundary, severity definitions, service levels, and escalation paths; review misrouted and wrongly escalated t…
• Run the L2 queue to its service levels: coverage across shifts, one owner for every case, clean handoffs to the teams that hold the answer, and careful handl…
• Manage the support service line with our business process outsourcing (BPO) team: work with their leads day to day and hold a stated quality bar through trai…
• Own the knowledge layer: one source of truth for the help center, macros, and AI agent content, updated when a program change ships, so every layer gives par…
• Own the support platform: routing, conversation attributes, views, workflows, access, and service-level reporting; keep the taxonomy short, consistent, and r…
• Scale through self-serve, vendors, and Claude: use topic and outcome data to decide what moves to each, and build automations for tagging, routing, QA screen…
• Turn what partners ask into fixes: bring the recurring causes behind ticket volume to Partner Programs, Partner Business Systems, and other owners, and follo…
• Run support on a scorecard covering responsiveness, resolution, escalation accuracy, and quality, and use it to plan capacity and to tell the team, the vendo…
• Support operations experience at a technology company, including managing a small team

Competencies an interviewer will look for

• Teamwork and collaboration Core
  In the posting: “In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic.” · “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.” · “We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely…”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Ownership and accountability Core
  In the posting: “As our Partner Support Operations Lead, you will run partner support end to end: the team, the operating model, and the systems behind every layer.” · “Own the support operating model: the L1 and L2 boundary, severity definitions, service levels, and escalation paths;” · “Own the knowledge layer: one source of truth for the help center, macros, and AI agent content, updated when a program change ships, so every layer gives par…”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Customer focus Core
  In the posting: “You will build and run the service levels, knowledge, quality bar, and escalation paths that put that policy into practice, and keep them reliable as volume …” · “Own the support operating model: the L1 and L2 boundary, severity definitions, service levels, and escalation paths;” · “Run the L2 queue to its service levels: coverage across shifts, one owner for every case, clean handoffs to the teams that hold the answer, and careful handl…”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “Manage the partner support team: set priorities and clear expectations, coach the Partner Support Specialists, address performance early, and expand the team…” · “Run support on a scorecard covering responsiveness, resolution, escalation accuracy, and quality, and use it to plan capacity and to tell the team, the vendo…” · “Strong analytical instincts: able to read ticket data, find the cause behind a spike or a backlog, and turn it into a fix and a capacity plan”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Data and analysis Core
  In the posting: “Own the support platform: routing, conversation attributes, views, workflows, access, and service-level reporting;” · “Scale through self-serve, vendors, and Claude: use topic and outcome data to decide what moves to each, and build automations for tagging, routing, QA screen…” · “Hands-on depth in Intercom or a comparable platform (Zendesk, Salesforce Service Cloud): routing rules, attributes, workflows, reporting, and permissions”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Attention to detail and quality Core
  In the posting: “You will build and run the service levels, knowledge, quality bar, and escalation paths that put that policy into practice, and keep them reliable as volume …” · “Manage the support service line with our business process outsourcing (BPO) team: work with their leads day to day and hold a stated quality bar through trai…” · “Run support on a scorecard covering responsiveness, resolution, escalation accuracy, and quality, and use it to plan capacity and to tell the team, the vendo…”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Stakeholder management Core
  In the posting: “The Claude Partner Network is how partners build, sell, and deliver on Claude.” · “Self-serve and an AI support agent handle what they can, an outsourced vendor team works the in-scope (L1) topics, and our specialists take the escalated (L2…” · “You will be close enough to the queue to know why a case was hard or a rule broke, while you build the team, the vendor coverage, and the Claude-powered auto…”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Technical skill Core
  In the posting: “Experience supporting a partner, reseller, systems integrator, or independent software vendor (ISV) program” · “Familiarity with Salesforce, and with the Claude API, Claude Code, or MCP”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Communication Core
  In the posting: “If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.” · “As such, we greatly value communication skills.”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Leadership and mentoring Core
  In the posting: “Manage the partner support team: set priorities and clear expectations, coach the Partner Support Specialists, address performance early, and expand the team…” · “Run support on a scorecard covering responsiveness, resolution, escalation accuracy, and quality, and use it to plan capacity and to tell the team, the vendo…”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Adaptability and learning Supporting
  In the posting: “We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely…”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

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