User Operation Specialist, EnglishSydneyApply now
The global User Operations (UO) team provides thorough troubleshooting and customer care with heart and authenticity. Our general support includes highly technical issues, billing inquiries, bug reports, and how-to walkthroughs. We have special teams focused on high-touch offerings for strategic accounts and on customer retention. Within the organization, we amplify customer voices in product development and help our other customer-focused teams achieve their goals.
We're looking for an empathetic and creative problem solver to join our UO 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 API and integrations. 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 across ANZ and scale globally. Based in our Sydney office, you will work closely with our teams in San Francisco, Dublin, and Tokyo. Asana enables teams to move work forward and UO is dedicated to quickening that pace. 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.
What you'll achieve
- Become a product expert in Asana and a savant of productivity
- Help customers with questions, feature requests, and bug reports, and educate them about the best practices for using Asana with a team
- Be a liaison between the product team and our customers
- 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
- 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
- Proficiency with Asana, APIs, Terminal/iTerm, Github, Zuora, or Zendesk
- Experience in customer service or technical support
- Working Mondays to Fridays, 8:30am-5:30pm AEST and open to weekend shift rotations
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 $74,000 AUD - $90,000 AUD. 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.
Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
By clicking "Submit Application," you acknowledge and agree to Asana's Global Job Applicant Privacy Notice.