The productivity platform that connects your team
Asana is a productivity software company headquartered in Yerba Buena, San Francisco, CA, that provides a web and mobile application designed to help teams organize, track, and manage their work. With over 100,000 customers including Uber and Air France, Asana went public in 2020 and has raised $414...
Asana offers comprehensive health benefits, including mental health programs and coaching, an in-house culinary program, and supportive parental leave...
Asana fosters a culture centered around collaboration and efficiency, empowering teams to transcend traditional email coordination. With a strong emph...
Asana • Sydney
Asana is seeking a Manager of Customer Product Support to lead and scale their APAC Customer Product Support organization. You'll oversee team performance and ensure operational excellence while fostering a coaching culture. This role is based in Sydney with a hybrid work schedule.
You have a proven track record in customer support management, ideally with experience in leading teams across multiple tiers of product support. Your leadership style emphasizes coaching and mentorship, helping team members develop their technical expertise and customer service skills. You are results-driven, with a strong focus on achieving KPIs such as CSAT and SLA attainment. You understand the importance of balancing customer advocacy with business priorities, ensuring that your team delivers exceptional support while meeting organizational goals. You thrive in a collaborative environment and are skilled at fostering a culture of continuous improvement and operational excellence.
Experience in a technology company or SaaS environment is a plus, as is familiarity with customer support tools and metrics. You are comfortable working in a hybrid model and can adapt to the needs of a global team. Your ability to communicate effectively with stakeholders at all levels will be key to your success in this role.
In this role, you will lead the APAC Customer Product Support Team, managing individual contributors and ensuring that they have the resources and support needed to excel. You will be responsible for overseeing day-to-day team performance, ensuring that all product cases are handled efficiently and effectively. You will independently own accountability for team-wide KPIs, proactively driving improvements through coaching and process discipline. As a Senior Escalation Point, you will provide oversight and guidance on complex customer issues, ensuring that your team is equipped to handle escalations with confidence. You will also surface structured insights that shape product and process improvements, collaborating closely with other departments to enhance the overall customer experience.
Asana offers a supportive work environment where you can grow your career while making a meaningful impact on customer satisfaction. You will have the opportunity to work in a hybrid model, with standard in-office days to foster collaboration and team bonding. We believe in the importance of work-life balance and provide flexibility to accommodate your needs. Join us in building technology that drives positive change in the world and a culture where everyone feels that they belong.
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