Designated Support Engineer, Asana
$91-115k
More information about location
3-5 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
$91-115k
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
- 5+ years of Customer Support experience; live channel experience preferred (chat, phone)
- Experience in technical support, esp. API & integrations, workflow troubleshooting
- Natural troubleshooting skills and strong technical aptitude
- Excellent written and verbal communication skills in English
- Impeccable customer skills: communication, empathy, integrity
- Tenacious work ethic and relentless attention to detail
- Proficiency with Asana and other work management platforms a plus
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
- Serve as the designated Support contact for high value customer accounts, assisting with customer inquiries, feature requests, bug reports, and Asana best practices to drive adoption and improve utilization
- Host live video calls upon request, exploring and resolving urgent, high severity issues for our top customers
- Gain a strong understanding of where Support can assist your named customers, and develop a positive, consultative relationship to help them transform the way they work with Asana
- Assist customers of all sizes via email, resolving inquiries and empowering users to make the most of Asana
- Update and maintain Support’s internal knowledge base with insights from customer engagements, ensuring all information is up-to-date
- Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases for other customers
- Meet team standards for important metrics such as response time to new cases, customer satisfaction score, number of cases resolved and other metrics as appropriate
- Establish and maintain strong relationships with cross functional partners in Product & Engineering, Sales, Customer Success, Renewals, Professional Services, Finance, and beyond
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.
Salary benchmarks
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