Product Support Specialist

Overview

As a Product Support Specialist in Tokyo, you’ll support users by investigating and tracking support needs, providing high-touch help, and helping improve support processes at scale.

What you'll do

• Become an expert in all Anthropic products.
• Respond to user support cases in English and Japanese.
• Communicate clearly and empathetically with diverse user personas.
• Handle high-urgency issues with on-call “pager duty” during APAC hours.
• Partner with engineers and internal stakeholders to diagnose and resolve issues.
• Recommend and drive improvements to support processes, efficiency, and contact rates.
• Uplevel team technical knowledge by identifying gaps and building support resources.

What you'll need

• Native-level Japanese proficiency and business-level English proficiency.
• Experience providing technical product support in English and Japanese within an escalated/priority support team.
• Familiarity with APIs and technical SaaS products.
• Ability to thrive in fast-paced, reactive support while meeting support metrics targets (e.g., CSAT, SLA).
• Strong empathy and expertise in the support case lifecycle.
• Crisp but kind written communication skills.

Details

• Tokyo-based role with work hours of 10am–6pm, Monday–Friday.
• Hybrid expectation: in offices at least 25% of the time.