Offer summary

Qualifications:

Experience in chat and email support is a plus., Excellent written and verbal communication skills in English., Customer support or service experience., Leadership experience in coaching or mentorship roles..

Key responsibilities:

Assist customers with subscription and billing questions.

Act as a liaison between User Operations, finance, and customers.

Lead and mentor a support team to improve performance.

Focus on customer retention and enhancing support quality.

Job description

User Operations, Retention Team Lead

You have a unique opportunity to join a world-class support team as we grow our footprint and scale globally. Our client enables teams to move work forward and User Operations (UO) is dedicated to quickening that pace. We’re here to maximize clarity in our customers' work and to help them get the most out of our client’s work management product.

We are looking for an empathetic and creative problem solver to join our User Operations team. You will become a work management product expert focusing specifically on customer retention and billing issues. The body of work you would be completing would involve helping our customers continue to get value from their Asana subscription by retaining them as customers.

You will act as a primary liaison between UO, our finance team and our customers.

As a team lead, you will become an expert in the day to day work eventually transitioning into coaching/mentoring a team around you as you focus on accomplishing our KPIs. We are looking for someone to not only guide the agents in the work but also reviewing and providing feedback to have top notch quality responses and customer interactions.

What you'll achieve

Become an expert in billing structures and retention flow
Help customers with questions about their subscriptions and plans
You’ll bring a critical eye to each support interaction, looking for efficiency and customer experience improvements to help us improve our operations
Technical and pragmatic focus on customer support
Become a team lead and learn to coach/mentor a team

About you