NAMER Support Escalations Manager

The Technical Escalation Manager is a strategic leader responsible for shaping escalation governance, driving cross-functional alignment at all levels, and influencing long-term product and operational improvements. This role combines strong executive presence, operational discipline, and the ability to translate customer-impacting issues into strategic insights and organizational change. This role is also responsible for ensuring customer escalations are resolved in a timely manner through coordinated ownership, clear action items, and aligned execution across teams.

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:

• Quarterback customer escalations and drive timely resolution - ensuring that customer escalations are ultimately de-escalated and resolved, by partnering cross-functionality with internal stakeholders to ensure there is clear ownership, clear action items, and that communications are executed promptly and seamlessly. 
• Lead the strategic direction and governance of the global customer escalations program - ensuring clear processes, defined ownership, seamless communication, and aligned priorities that drive fast and accurate resolution of customer critical issues across regions and teams
• Manage internal escalations, orchestrating the right internal teams to resolve issues quickly and effectively
• Build and scale operational systems - including daily / weekly stand-ups, dashboards, workflows, communication frameworks, and decision structures that ensure visibility, consistency, and accountability across the organization 
• Demonstrate exceptional judgment in high-pressure customer situations, balancing diplomacy and assertiveness to de-escalate, set clear expectations, and align stakeholders on a path to resolution. Maintain strong executive presence with customers while mobilizing internal teams, removing roadblocks, and ensuring issues are resolved with accuracy and urgency
• Partner at senior levels with Product, Engineering, and Operations to anticipate customer-impacting risks, influence long-term fixes, ensure support readiness for feature and policy changes, and eliminate sources of recurring friction
• Communicate with executive presence, providing crisp updates to leadership on systemic risks and blockers, translating complex technical concepts for all audiences, and leading in high-pressure customer situations.
• Build organizational capability by mentoring leaders and ICs, strengthening escalation readiness, and elevating communication and decision-making excellence across the broader team

About you:

• 8+ years of experience in customer-facing technical roles (TAM, Solutions Architect, Implementation, Technical Services, etc), with deep experience managing complex, high-pressure technical situations
• 2+ years experience as Escalations Manager or similar role in SaaS
• Demonstrated ability to lead and mature an escalation function or similar operational program 0 including designing frameworks, establishing governance, and driving cross-functional alignment
• Strong technical acumen across SaaS architecture, APIs, integrations, enterprise IT environments (SSO, SCIM, permissioning models), and an ability to quickly understand product behavior and failure modes
• Exceptional communicator with strong executive presence - skilled at translating complex technical issues into clear, actionable insights for both technical and non-technical audiences
• Proven track record coordinating across Engineering, Product, Operations, and Support to ensure timely resolution of customer-impacting issues, while balancing competing priorities
• Analytical, structured, and data-driven. Comfortable partnering with other teams to build dashboards, interpreting trends, and informing strategy through metrics, RCAs, and pattern analysis
• Familiar with agile and scrum processes
• Hands-on experience with support ticketing and escalation management tools such as Salesforce Service Cloud, PagerDuty, or similar to efficiently track and resolve issues
• Adept at influencing product direction and operational priorities based on customer-impacting insights and systemic escalations
• Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate
• Passionate about customer trust, operational rigor, and building a culture of clarity, ownership, and accountability
• Comfortable operating at both strategic and tactical levels - whether building frameworks, coordinating action items across teams, or communicating with executives
• Thrives in ambiguity, moves quickly, and continuously adjusts to what matters most for customers and the business
• 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 $144,000-170,000. 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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