Offer summary

Qualifications:

3 to 4+ years of customer support experience, preferably in SaaS or consumer tech., Strong troubleshooting skills and technical aptitude., Excellent communication skills in English, both written and verbal., Passion for customer satisfaction and empathy for users..

Key responsibilities:

Assist customers with questions, feature requests, and bug reports.

Educate customers on best practices for using Asana.

Act as a liaison between the product team and customers.

Manage a high volume of inquiries while providing exceptional support.

Job description

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.

You have a unique opportunity to join a world-class support team as we grow our footprint and scale globally. Asana enables teams to move work forward and User Operations (UO) is dedicated to quickening that pace. Our team’s mission is to inspire confidence, clarity, and autonomy in all customers through effortless and personalized support as well as be an extension of our customer’s team. We want to listen to our customers and create memorable experiences they value and praise. We’re here to maximize clarity in our customers' work and to help them get the most out of Asana. Our customers have a strong voice in prioritizing our product development, and we encourage that dialogue through our support channels.

Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves
Php 2k internet reimbursement on top of allowance.

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

Meet or exceed expectations across all core KPIs.
Act as a trusted partner to clients, working alongside them as an extension of their team.
Manage a high volume of customer inquiries while delivering an exceptional and satisfying experience.
Strengthen the relationship between clients and Asana by understanding and supporting their business needs.
Help customers get more value out of Asana by identifying ways to expand their use of our products and services.

3 to 4+ years of experience in customer support, ideally in SaaS or consumer tech
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