The opportunity
Our Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success.
What you'll do
Partner seamlessly with the existing EMEA manager to provide operational: leadership, coaching, and mentorship to strengthen technical expertise across the Dublin support team.
Own and drive team-wide operational KPIs (including CSAT, response and: resolution times, and backlog management) through process discipline and high standards of ownership.
Serve as an escalation point for high-visibility customer issues,: coordinating clear, timely resolution paths with internal stakeholders across Sales, Product, and Engineering.
Proactively surface product issues and customer pain points to senior Support: Leadership using data, storytelling, and business impact framing.
Provide input on resource allocation and support ad-hoc operational projects: to mature and scale the support organization.
Foster an accountable, transparent team culture grounded in clear: expectations, open communication, and alignment with Asana’s Operating Principles.
What they're looking for
- Demonstrates curiosity about AI tools and emerging technologies, with a: willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- + years of experience in customer support or services within a SaaS: environment, including 3+ years of direct people leadership experience.
- Proven track record of coaching and developing individual contributors to: achieve operational excellence and team KPIs.
- Strong technical acumen with demonstrated experience navigating complex SaaS: product issues and escalations with clarity and professionalism.
