Head of Enterprise Support

Responsibilities:Team Leadership- Lead and scale a global team of Support Managers and Specialists across AMER and EMEA- Build a high-performance culture rooted in customer obsession, operational excellence, and continuous improvement- Own hiring, onboarding, career development, and performance management for the human support organization- Develop and mentor managers to lead their own high-performing teamsEnterprise & Paid Support- Define and execute the strategy for our paid enterprise support offering, including tiered support packages, contractual SLAs, and expanded support channels- Build and operationalize 24/7 human support coverage for premium customers- Own the P&L, pricing strategy, and go-to-market approach for paid support in partnership with Sales and Finance- Establish service delivery frameworks that consistently meet or exceed contractual commitmentsOperations & Strategy- Set team-wide goals, KPIs, and operating rhythms; use data to drive decisions and demonstrate impact- Design and optimize support processes, workflows, and tooling to improve quality, efficiency, and scalability- Own escalation management and ensure critical customer issues are resolved with urgency and care- Drive voice-of-customer insights to Product, Engineering, and leadership to improve the overall customer experienceCross-Functional Partnership- Partner closely with Sales, Account Executives, and Customer Success to deliver seamless enterprise customer experiences- Collaborate with Product and Engineering on product feedback loops, beta programs, and technical escalations- Represent Support in executive reviews and cross-functional planningu00a0 You may be a good fit if you:- Have 12+ years of experience in customer support, with at least 6 years leading support teams and 3+ years as a manager of managers- Have built or scaled enterprise and/or paid support programs from the ground up, including defining SLAs, pricing, and service delivery models- Have a strong track record of building high-performing, globally distributed support teams- Are deeply experienced in B2B/enterprise support for technical products (SaaS, APIs, developer tools)- Are data-driven and metrics-oriented; you know how to set goals, measure performance, and use insights to improve- Have excellent judgment and can balance customer needs with business priorities- Are a strong cross-functional partner, especially with Sales/GTM teams- Communicate with clarity and empathy, whether with customers, executives, or your own team- Are energized by ambiguity and building something new; you thrive in fast-paced, evolving environments- Are genuinely curious about AI and excited to support customers using Anthropic's productsThe annual compensation range for this role is below. For sales roles, the range provided is the role's On Target Earnings (

Created: 2026-01-19