Head of Customer Support, AMER

The Head of Customer Product Support, North America plays a critical role in leading and scaling Asana’s global Customer Product Support organization. Reporting to the Head of Customer Product Support, this leader oversees the North America Customer Product Support Team, managing a combination of ICs, Leads and/or Managers. 

This role is accountable for delivering world-class support across Tier 1–3 product cases, ensuring KPI attainment, developing leadership capability, and surfacing structured insights that shape product and process improvements. This role will foster a coaching culture, balancing customer advocacy with business priorities, and will ensure operational excellence across their team.

This role is based in our Chicago office with an office-centric hybrid schedule. Along with most Asanas, you’ll work from this office in person on Mondays, Tuesdays, and Thursdays. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements. 

What You'll Achieve:

• Lead and develop the North America Customer Product Support Team, managing ICs (L3-L6), Lead(s), and/or Manager(s). You will provide coaching, mentorship, and structured feedback to strengthen technical expertise, customer excellence, and leadership capability.
• Independently own accountability for team-wide KPIs (CSAT, SLA attainment, escalations, etc) and long-term outcomes (improving customer trust, reducing repeat escalations, and increasing retention)You will track, analyze, and drive improvements across your team and the broader Customer Product Support organization.
• Act as Senior Escalation Point, by providing oversight and guidance on high-visibility or high-sensitivity customer escalations, ensuring clear resolution paths and stakeholder alignment with internal teams (Sales, Solutions, Services, Success, Finance, Product, Engineering, etc), which includes getting on customer calls when needed.
• Ensure product support readiness for your team, by partnering with the Product Support Engineer Team to ensure smooth rollout of new products and features.
• Influence and help drive product & process Improvements, by proactively surfacing product issues and customer pain points to senior Support Leadership with clear data, storytelling, and business impact framing.
• Contribute to org-level planning, by participating in quarterly business reviews, capacity planning, and organizational strategy. You will identify systemic issues, propose scalable solutions, and contribute to cross-functional initiatives with manager approval.
• Model excellent communication & strategic influence, by acting as a compelling communicator and relationship builder across customers and internal teams. You will moderate difficult discussions, negotiate tradeoffs, and represent Support as a trusted partner.
• Foster a team culture grounded in Asana Support Team’s Mission, Vision, and Values, driving customer-first thinking, ownership, alignment and momentum, and teamwork. You will create a coaching environment where Customer Product Support Specialists, Leads, and Managers continuously grow and improve.

About You:

• 8+ years of experience in customer facing support, success, or services roles (Customer Support, Customer Services, Technical Support, Customer Success, Professional Services, etc), with 4+ years in people leadership in the SaaS space. High growth / fast-paced company experience is a plus.
• Proven ability to manage and coach customer support teams supporting SMB to Enterprise customers, with experience handling high visibility escalations and driving accountability.
• Proven success managing layered teams (ICs, Leads, Managers) supporting technical products.
• Demonstrated track record of delivering KPI outcomes and driving operational improvements at scale.
• Skilled in handling complex product escalations and partnering cross-functionally to resolve customer issues.
• Excellent communicator and storyteller, able to influence technical and executive stakeholders with clarity and impact.
• Strong stakeholder management skills and cross-functional collaboration experience
• Analytical mindset with the ability to use insights and trends to inform process changes and product prioritization.
• Passionate about building high-performing teams, developing talent, and fostering a culture of accountability, coaching, and customer-first execution.
• Thrives in ambiguity, fast-paced, high-growth environments with a bias for action, scalability, and continuous improvement.
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.

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 $147,000-167,000. 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.

About us

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. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.