Anthropic · 20 hours ago
Support Operations Analyst
New York, NY
Full-time
Hybrid
Mid Level
$131K/yr - $165K/yr
4+ years expAnthropic is a public benefit corporation focused on creating reliable and beneficial AI systems. The Support Operations Analyst will build analytical and workforce planning foundations to help scale the support organization, managing forecasting and capacity planning while providing insights for operational strategy.
Artificial Intelligence (AI)Foundational AIGenerative AIInformation TechnologyMachine Learning
Responsibilities
Build and maintain staffing models that translate SLA targets into headcount requirements across FTE and vendor teams
Forecast support volume by analyzing historical trends, product release calendars, model launches, and customer base growth projections
Factor AI support effectiveness (automation rates, deflection, Fin AI Agent performance) into capacity models to ensure accurate human staffing projections
Partner with vendor managers to align contractor capacity with demand forecasts and service level requirements
Model scenarios to inform strategic decisions about staffing investments, vendor mix, and coverage models
Develop frameworks for prioritizing automation initiatives based on volume impact and deflection potential
Maintain and enhance dashboards that track productivity, response times, CSAT, queue health, and other key support metrics
Investigate the relationship between support performance and business outcomes (e.g., how response time and satisfaction impact retention and churn)
Surface trends and insights that inform operational decisions—identifying what's driving volume, where bottlenecks emerge, and where investment is needed
Translate complex data into clear recommendations for leadership and cross-functional partners
Collaborate with Support Ops, AI Support, and Human Support teams to ensure data and forecasts align with operational reality
Partner with Finance on headcount planning, budget alignment, and quarterly capacity reviews
Work with Product and Engineering to anticipate how launches and feature changes will impact support demand
Contribute to vendor performance management by establishing metrics frameworks and reporting cadences
Qualification
Required
4+ years of experience in workforce management, support operations analytics, business analytics, or similar roles—ideally in a support or customer success context
Deeply analytical with strong SQL skills and experience with data warehouses (e.g., BigQuery) and analysis tools like Hex, Looker, or similar
Hands-on experience with forecasting and capacity planning, including modeling staffing needs against service level targets
Comfortable working with ambiguity—you can take a vague question, scope it into an answerable problem, and deliver insights that drive decisions
Understand support operations metrics (SLAs, handle time, CSAT, deflection rates) and can connect them to business impact
Experience working with BPO or vendor partners on staffing, performance, and capacity alignment
Communicate clearly—you can translate technical analysis into narratives that resonate with both operational teams and executives
Curious about AI and excited to work in an environment where the product and support landscape evolve rapidly
Thrive in fast-paced environments and can balance building foundational infrastructure with responding to urgent business questions
Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience
Preferred
Experience with workforce management platforms (e.g., Assembled, NICE, Calabrio) is a plus, but not required
Benefits
Optional equity donation matching
Generous vacation and parental leave
Flexible working hours
Company
Anthropic
Anthropic is an AI research company that focuses on the safety and alignment of AI systems with human values.
501-1000 employees
H1B Sponsorship
Anthropic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (105)
2024 (13)
2023 (3)
2022 (4)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$33.74BKey Investors
Lightspeed Venture PartnersGoogleAmazon
2025-09-02Series F· $13B
2025-05-16Debt Financing· $2.5B
2025-03-03Series E· $3.5B
Leadership Team
Dario Amodei
Co-Founder and CEO
Daniela Amodei
President and co-founder
Recent News
NYT > Technology
2026-01-24
Company data provided by crunchbase