XTN-A415246 | PRODUCT SUPPORT AGENT

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