Product Support Specialist, Asana
$91-103k
More information about location
3-5 days a week in office
Organising work in one connected space
Open for applications
Organising work in one connected space
1001+ employees
Open for applications
$91-103k
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
- Competency in technical support: You have a proven track record in a customer-facing technical support role within a SaaS or tech environment, with comfort in live channels like video and phone
- Problem-solving mindset: You possess strong critical thinking skills and the ability to break down complex, ambiguous topics into clear, actionable steps for users
- Communication expert: You provide proactive, transparent, and friendly communication in English, making complex technical information easy for anyone to understand
- Language Skills: Fluency in German is preferred, but not required
- Technical aptitude: You are experienced in troubleshooting common SaaS issues, including authentication (SSO/SAML), browser behaviors, and user access
- Growth-oriented: You have a strong desire to adopt new technical and non-technical skills to deliver better solutions for customers
- AI Curiosity: Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- Values-aligned: You are empathetic, curious, and committed to helping customers feel heard and supported
What the job involves
- Our Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success
- We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers
- Become an expert in Asana’s platform, staying up-to-date on new features and best practices to help customers transform the way they work
- Deliver high-quality, consultative support across a wide range of product areas, moving beyond simple Q&A to solve complex technical challenges via video calls and screen sharing
- Own customer outcomes end-to-end, ensuring timely resolution and clear communication while managing high-volume inquiries with speed and empathy
- Partner cross-functionally as a key liaison between the product team and our customers, escalating bugs and sharing feedback to drive product improvements
- Contribute to team knowledge by identifying patterns in inquiries and maintaining our internal knowledge base to empower your colleagues
- Drive operational excellence by meeting team standards for response times and customer satisfaction, ensuring every interaction adds value
Our take
Asana is a web and mobile application designed to help teams organise, 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
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 HQ
Yerba Buena, San Francisco, CA
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.
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