Head of Customer Support, Asana
North America
$147-167k
More information about location
3 days a week in office
Organizing work in one connected space
Be an early applicant
Organizing work in one connected space
1001+ employees
Be an early applicant
$147-167k
More information about location
3 days a week in office
1001+ employees
Company mission
To enable the world's teams to work together effortlessly.
Role
Who you are
- 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 the job involves
- The Head of Customer Product Support, North America plays a critical role in leading and scaling Asana’s global Customer Product Support organization
- Eporting 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
- 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
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
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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