Anthropic is an AI safety and research company that's working to build reliable, interpretable, and steerable AI systems. Backed by Accel, Bessemer and General Catalyst.
About the role
We're seeking an experienced Social Escalations Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how Anthropic protects its reputation when high-stakes user issues surface on public social platforms.You'll help stand up the function from scratch and operate it day-to-day. You'll actively monitor brand and product conversations, triage emerging issues, and own social escalations end-to-end.
What they're looking for
- 6+ years of experience in social analytics, escalations management, customer support, or a related front-line operations role—ideally at a consumer or developer platform
- Deep knowledge of the social landscape and hands-on experience using social listening tools (query writing, alert design, API pipelines, report building)
- Excellent judgment under pressure and have a strong instinct for how issues spread across public social platforms
- Sharp written communication—you can brief a senior leader in three sentences and document an incident so the next responder can pick it up cold
- Comfort coordinating across functions in real time and influencing partners without positional authority
- A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people
More about this role
Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
We're seeking an experienced Social Escalations Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how Anthropic protects its reputation when high-stakes user issues surface on public social platforms.You'll help stand up the function from scratch and operate it day-to-day. You'll actively monitor brand and product conversations, triage emerging issues, and own social escalations end-to-end. During live escalations, you'll build real-time social reports that turn data into actionable recommendations to resolve issues quickly and reduce reputational risk. The ideal candidate pairs deep fluency in the social analytics landscape with calm judgment under pressure, sharp written communication, and a bias toward action.
- Build the team's playbooks, escalation criteria, tooling...
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