Manager, Customer Support

ChicagoApply now

User Operations (UO) provides thorough troubleshooting and customer care with heart and authenticity. We are Asana experts who are passionate about investing in our customers’ success. Our support includes highly technical issues, billing inquiries, bug reports, and nuanced how-to walkthroughs. Within the organization, we amplify our customers’ voices in product development and help our other customer-focused teams achieve their goals. Asana enables teams to move work forward and UO is dedicated to accelerating this effort. 


We are looking for a confident support leader to empower our agents to exceed their goals and drive real impact for the business. Managers in UO put people first. We see agent career progression as equally important to performance management. Our next manager will focus on strategically improving the health of our team metrics, including time to first response, agent handle time, and customer satisfaction, both through coaching and direct contributions. We are looking for a leader who values transparency, balance and working together with their direct reports as peers. This person will develop a deep understanding of the product and our customers in order to lead by example. They will also work closely with other leads to build a sustainable and efficient coverage model and strategy for our team.

What you'll achieve

  • Empower, coach, and mentor your team

  • Lead by example in embodying company values like mindfulness

  • Drive operational execution of your team of support agents

  • Act as hiring manager and create a culture of recruiting on your team

  • Handle escalations and participate directly in complex support policy decisions and workflows

  • Think strategically about scaling our operations, finding tooling and best practices that inspire high performance and foster a supportive environment without over-hiring

  • Help your team prioritize and manage their work, including owning goals for key metrics like Customer Satisfaction

  • Partner with other teams to develop broader Asana strategy

About you

  • 2-3+ years of direct people management experience (required)

  • 4-5+ years experience on a customer support/UO team or operations team; bonus if at a global SaaS company

  • A passion for coaching and developing support talent

  • Impeccable customer skills: communication, empathy, integrity

  • A love of building teams and processes for long-lasting success

 

About us

At Asana, you’ll do meaningful, purpose-driven work. We’re not just building a product that helps people be more productive—we’re helping teams and organizations reach their goals together. For the past six years, we've been recognized as an award-winning workplace by Fortune and Great Place to Work, Fast Company, Glassdoor, and Inc. Magazine. Our inclusive culture is intentionally built to enable our teams to be creative and make an impact. With offices all over the world, we’re excited to get back to in-person collaboration along with a hybrid schedule for balance and flexibility in life and work. We’re looking for passionate individuals to join us on our journey. Come do great things with us.

Asana workplace award
Why Asana?

We’re growing fast to achieve a big mission that drives us every day. Passionate and curious people like you will help us achieve it. A supportive team, award-winning culture, and unique growth opportunities will empower you to do your best and most impactful work at Asana.

Learn more about life at AsanaJoin Asana’s Talent Network