Product Support Specialist (Japanese/English)

About the role

Anthropic is hiring its first Tokyo‑based Product Support Specialists to help deliver safe AI solutions worldwide. You will act as the front‑line liaison for Japanese‑speaking customers and APAC/ANZ users, handling support cases in both Japanese and English.

Key responsibilities

• Become an expert on all Anthropic products and APIs.
• Respond to support tickets ranging from billing queries to complex API debugging for enterprise customers.
• Communicate clearly and empathetically with diverse user personas, from executives to individual developers.
• Participate in on‑call rotation to address high‑urgency issues during APAC hours.
• Collaborate with engineering and cross‑functional teams to diagnose and resolve problems at scale.
• Identify knowledge gaps, create documentation, and propose process improvements to boost user satisfaction.

Required profile

• Native‑level Japanese and business‑level English proficiency.
• Experience in technical product support, preferably in a tier‑2 or escalated environment.
• Comfort with fast‑paced, ambiguous situations and ability to meet support metrics such as CSAT and SLA.
• Strong empathy for users and a proactive ownership mindset.

Required skills

• APIs