Offer summary

Qualifications:

5-7+ years of experience in customer support roles., 3-4+ years of experience leading customer support teams, preferably in SaaS or consumer tech., Strong technical aptitude and troubleshooting skills., Excellent communication skills in English and proficiency with support tools like Zendesk..

Key responsibilities:

Assist customers with questions, feature requests, and bug reports related to Asana.

Educate customers on best practices and improve customer experience.

Lead and mentor a support team, ensuring high-quality interactions.

Act as a liaison between the product team and customers.

Job description

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're looking for an empathetic and creative problem solver to join our User Operations team. You will become a product expert in Asana and a savant of productivity. You’ll help customers with questions, feature requests, and bug reports. You'll educate them about best practices and help them navigate our product. Armed with this experience, you’ll be a liaison between the product 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 a product expert in Asana
Help customers with questions, feature requests, bug reports, and educate them about the best practices for using Asana with a team
You’ll bring a critical eye to each support interaction, always looking for efficiency and customer experience improvements to help us improve our operations as the business continues to grow
Technical and pragmatic focus on customer support
Be a liaison between the product team and our customers
Become a team lead and learn to coach/mentor a team

About you

5-7+ years in a customer support role
3-4+ years of experience in leading customer support teams, ideally in SaaS or consumer tech
Ability to coach to strong performance while holding teams accountable to high expectations
Natural troubleshooting skills and strong technical aptitude
Excellent written and verbal communication skills in English
Genuine passion for making customers feel happy and understood
Tenacious work ethic and relentless attention to detail
Deep sense of empathy for technology users
Customer support/service experience
Proficiency with Asana and Zendesk a plus

Required profile