NAMER Support Escalations Manager

Who you are

You are a strategic leader with a strong executive presence and operational discipline. You have experience in managing customer escalations and translating customer-impacting issues into actionable insights. Your ability to influence organizational change and drive cross-functional alignment is key to your success. You thrive in a collaborative environment and are adept at ensuring timely resolutions to customer escalations through coordinated efforts across teams. You understand the importance of clear communication and defined ownership in resolving critical issues. You are passionate about building a culture where everyone feels they belong and can contribute to positive change.

What you'll do

In this role, you will quarterback customer escalations, ensuring that they are resolved in a timely manner. You will lead the strategic direction and governance of the global customer escalations program, establishing clear processes and priorities that drive fast and accurate resolutions. You will work closely with internal stakeholders to ensure there is clear ownership and action items for each escalation. Your role will involve influencing long-term product and operational improvements based on insights gathered from escalations. You will also be responsible for fostering a collaborative environment that supports the seamless execution of escalation resolutions across regions.

What we offer

Asana offers a hybrid work model, allowing you to work from the office and home. You will be part of a diverse team that values collaboration and innovation. We encourage you to apply even if your experience doesn't match every requirement. Join us in building technology that drives positive change in the world and contributes to a culture of belonging.