Support Knowledge and Communications Manager

The Support Knowledge and Communications Manager is responsible for designing, implementing, and continuously improving Asana’s global support knowledge bases and change management programs. Reporting to the Strategic Support Operations Manager, this role will ensure that customers and internal Asana stakeholders (especially in Customer Product Support) are empowered with accurate information to resolve issues and make the most of Asana’s platform and offerings.

This individual contributor role will manage Asana Customer Product Support’s knowledge bases and will partner with Support Operations, Enterprise Technology, Product Support Engineering, Asana R&D, and Enablement to ensure that Asana’s customers, AI powered chatbots, and Customer Product Support team members have access to accurate, user-friendly help content. This role will leverage those knowledge platforms to capture and socialize internal change management content to ensure that Asana Custom Product Support employees are apprised of important changes to Asana’s product, internal tooling, programs, processes, and resources. The ideal candidate brings [1] robust experience owning and managing B2B SaaS knowledge bases (especially employee-facing), [2], experience owning internal communications as part of change management processes and [3] demonstrated operational rigor in fast paced, high growth environments.

This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve:

• Design & structure Asana Customer Product Support’s internal knowledge base(s), implementing effective page tree/structure, article templates, version control guidelines, tagging protocols, audience definitions, etc to drive improved service outcomes (esp. Support Case CSAT, time to resolve, and case QA scores)
• Assess Asana Customer Product Support’s knowledge base needs and proactively explore new solutions (in partnership with Support Operations Tooling and Enterprise Technology)
• Author, publish, and revise knowledge content for use by internal Asana stakeholders and the Asana Support Chatbot
• Implement and oversee related AI workflows and automations to decrease time to publish, increase article usability, increase tonal & structural consistency, and maintain content accuracy and relevance over time
• Partner with Support, Enterprise Technology, Engineering, Product, and Enablement to proactively identify upcoming content needs and ensure timely updatesPartner with Support Operations to ensure that documentation for Support-facing tools and processes is accurate and complete
• Create multi-media aids to support internal content wherever relevant; record demo videos, voice-over explanations, images, gifs, etc. to enhance comprehensibility
• Author & revise quick text and macro copy to streamline commonly repeated customer facing & internal processes
• Draft messaging copy for customer-facing and support-facing use cases in tools like Salesforce, the Asana Support AI Chatbot, Asana forms, Jotforms, etc.
• Collaborate with Customer Product Support leadership to draft materials for team All Hands presentations, business proposals, team offsite presentations, etc.
• Design & implement a Customer Product Support change management framework for sizing, drafting, socializing, nudging, and documenting internal updates
• Develop & maintain a system of record for these updates, ensuring ongoing accessibility
• Collaborate with program managers, project managers, and Support leadership to effectively socialize updates using the change management system you’ve implemented

About you:

• 8+ years of experience in support operations or a related business operations role in SaaS, with hands-on experience managing knowledge base platforms like Confluence, Salesforce Knowledge, Slab, Glean, Hubspot, etc.
• Experience in implementing and overhauling Knowledge base systems, converting legacy content into well structured, user-friendly repositories to drive positive customer and team outcomes
• Experience in authoring and copy editing business and technical documentation in high complexity SaaS settings, for use by customer facing teams, especially Support, Customer Success, and Sales
• Demonstrated ability to design and execute internal communication and change management strategies that enable smooth, consistent change adoption
• Experience in producing multi-media content to supplement and improve the usability of business and technical documentation, creating videos, visualizations, gifs, audio recordings etc to improve understanding and retention of important content by internal stakeholders
• Strategic and creative systems thinker with strong critical thinking and problem solving skills
• Efficiency minded - experience driving automation and AI concepts, with experience in evaluating and implementing emerging technologies to reduce manual work
• Process-oriented and operationally-minded, with a bias for simplification, usability, and automation
• Strong cross-functional collaborator and communicator, able to influence and align with Support, Product, Engineering, and vendor teams at all levels
• Detail-oriented and organized, with an owner-mentality - curious and proactive, always seeking to improve and expand the way we capture, store, and share information
• Highly effective communicator and enabler, skilled at translating complex product and process information into documentation easily parsable by non-technical audiences
• Willingness and desire to learn and adopt new skills - both technical and non-technical - in order to craft and deliver the best resources
• Thrives in ambiguity, moves quickly, and continuously adjusts to what matters most for customers and the business
• Experience using and supporting complex work management tools like Asana
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $164,000-186,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences 

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

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