Head of Global Customer Support, Asana
$226-306k
More information about location
3-5 days a week in office
Organizing work in one connected space
Open for applications
Organizing work in one connected space
1001+ employees
Open for applications
$226-306k
More information about location
3-5 days a week in office
1001+ employees
Company mission
To enable the world's teams to work together effortlessly.
Role
Who you are
- 15+ years building and implementing support and professional services offerings in high-growth, B2B, SaaS, cloud and technology industries supporting a global customer base
- 10+ years’ experience managing a geographically distributed customer facing technical support organization, across culturally diverse teams
- Experienced in modernizing a global, product-focused customer services and support team by driving the adoption of modern processes, technology and service models
- Ability to form strong cross-functional relationships and influence others to drive towards a common goal
- Exceptional communication skills (both oral & written), demonstrated executive presence and capable of presenting information across all levels of an organization
- Executive level experience working with global customers across multiple enterprise engagement cycles
- Ability to lead with empathy, and build trust with the support team
- Experience with Salesforce Service Cloud preferred
What the job involves
- Our Customer Experience team is committed to helping customers in their post-sales journey to deploy, adopt, and use Asana as both a technology product and a holistic way of working
- We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscription
- We are looking for a senior leader for the Head of Global Customer Support role, to oversee the delivery of exceptional customer support services to our clients
- This leader needs to have a deep understanding of cloud-based enterprise software, as well as a proven track record of managing and developing global support teams including managing outsourced vendors
- This role is expected to provide the strategic vision and plan for our support organization as we transition Asana’s customers from our traditionally product-led growth and SMB/Mid Market roots, to a greater focus on serving the enterprise
- Improving Customer Satisfaction: Ensure that support services are delivered in a timely, accurate, and professional manner
- This will require identifying and addressing pain points in the support process,as well as implementing new technologies and tools to enhance support services at scale
- Deliver Enterprise-level Support: Deliver 24x7 support within stated SLAs to our top tier of customers by implementing a globally integrated model with tiering, multi-channel capabilities, and expedited service, with the ability to monetize higher service levels
- Managing Global Support Teams: Ensure that the teams have the necessary skills, knowledge, and resources to deliver exceptional support services in a consistent manner globally, including managing offshore outsourced vendors
- Improving Support Processes: Continuously improve support processes to enhance efficiency and effectiveness with the appropriate tools and metrics
- Implementing New Technology Solutions: Implement technology solutions that can drive efficiency and improve support services
- This may involve researching new tools and platforms (chatbots, generative AI etc.), and evaluating their effectiveness
- Expert Use of Data Analytics and Reporting Tools: Identify trends and share actionable insights with product teams for improving customer experience
- Employee Engagement and Retention: Manage the support team with empathy and kindness and lead them through a major transformation
- This will involve coaching, mentoring, and training support staff, as well as developing performance metrics and incentive programs to motivate and reward high performance
Our take
Asana is a web and mobile application designed to help teams organize, track, and manage their work. Acting as a unified hub, it empowers teams to effortlessly generate projects, delegate responsibilities, set deadlines, and foster direct task-related communication, transcending the inefficiencies of traditional email-based coordination.
Despite facing competition from established players like SmartSheet in its market, Asana has navigated its path, bolstered by a successful Initial Public Offering in 2020 and a track record of startup triumphs. This strategic prowess has propelled Asana to amass a robust clientele exceeding 100,000 organizations, boasting notable entities such as Uber and Air France among its ranks.
Since its inception, Asana has undergone exponential growth, with its reach extending to offices sprawled across four continents worldwide. This expansion not only underscores its global footprint but also signifies its commitment to fostering diverse talent pools and catering to a broad spectrum of clients.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
7% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2020
$200m
CONVERTIBLE
Nov 2018
$50m
SERIES E
Total funding: $414.4m
Company benefits
- Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
- Growth - We know that growth isn’t always linear, so we’ll support you in achieving your personal and professional goals. You’ll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways
- Development - We believe in providing everyone with coaching and mentorship. You’ll have access to Conscious Leadership training, success guides, free executive coaching, and our manager training and enablement program
Company values
- Mission: We are purpose-driven people, dedicated to serving something beyond ourselves. Having mission as a value also allows us to continually ground ourselves in why we’re building Asana
- Do great things, fast: We commit to being great at the things we do and doing them fast, without sacrificing one for the other
- Clarity: Our product and culture aim to ensure that teams know who is doing what, by when, and why, which unlocks the best work experiences and outcomes
- Co-creation: Great achievements are almost always the result not of one, but many. We bring our best, let go of egos, and work with empathy and trust to do great things together
- Give and take responsibility: Having integrity around our commitments means seizing exciting opportunities, and also owning it when we have to deprioritize something. We accept full ownership of our commitments, and empower and trust others to achieve theirs
- Mindfulness: We focus on the present and aim to give ourselves time to reflect and space to integrate what we learn. These practices allow us to collectively learn from and improve in all that we do, and to continually evolve our culture
- Reject false tradeoffs: We stay curious, creative, and open to new perspectives. Choosing between two sides of an extreme results in losing the benefits of one, so we commit to searching for a third way that incorporate the truths of both
- Be real (with yourself and others): We know that our best work is tied to authenticity, which allows for growth and collaboration. We bring our whole selves to work and commit to building an inclusive environment in which all people feel safe and excited about being their full selves
- Heartitude: We embrace what makes us human, take time to play and have fun, and create meaningful experiences for their own sake. Why do we have a unicorn flying across our product when we mark a task complete? The real question is - why not?
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Dustin Moskovitz
(Co-Founder & CEO)A Harvard economics graduate, Dustin co-founded Facebook in 2004 before branching off in 2008 to found Asana. They are also the co-founder of Open Philanthropy Project and Good Ventures.
Justin Rosenstein
(Co-Founder)Previously Engineering Manager at Facebook and a Product Manager at Google. Currently Co-Founder of One Project.
Salary benchmarks
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Diversity, Equity & Inclusion at Asana
- We celebrate and support our individual identities
- Our employee resource groups are thriving communities that foster trusted, safe spaces for underrepresented groups and allies
- Our ERGs consist of AsanaWomen and AsanaWomen EMEA, Team Rainbow for LGBTQIA+ Asanas, our multicultural ERG Gradient, Blacsana for Black Asanas, and Asanapac for Pan Asian and Pacific Islander Asanas.
- Ask Me Anything sessions: Our leadership team and external thought leaders hold open AMAs that forge connection and bring unique perspectives to the table
- Real Talk event series: Asanas come together to discuss hard, often uncomfortable topics, such as experiences around identity and workplace challenges, through these candid, open conversations.
- Gender-inclusive spaces: From gender-neutral restrooms in nearly every office, to gender pronouns in our product, we recognize and embrace all identities.
- Asana Acts Against Racism: In our continued efforts to be anti-racist, we are taking a harder look at our programs and policies that support diversity, equity, and inclusion. We’re taking action along these lines: Take care, take responsibility, take action
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