EMEA Customer Product Support Lead - Dublin (Hybrid)

Asana, Inc.; Dublin; Hybride; EUR 77 000 - 97 000; Plein temps

Avantages offerts par ce poste

Mental health, wellness & fitness

Career coaching & support

Inclusive family building benefits

Long-term savings or retirement plans

In-office culinary options

Résumé du poste

Asana, Inc. in Dublin is seeking a hands-on leader to scale and coach a Dublin-based Customer Product Support team.

You will drive KPIs, mentor ICs, and partner with the EMEA manager to deliver exceptional customer outcomes and process improvements. You will lead through data-driven insights, coordinate cross-functional efforts with Sales, Product, and Engineering, and shape a coaching culture that balances customer advocacy with business priorities.

Qualifications

• 6+ years in customer support within a SaaS environment including 3+ years of direct people leadership.
• Proven coaching of individuals to achieve operational excellence and team KPIs.
• Strong technical acumen with complex SaaS product issue handling and escalation.
• Excellent cross-functional communication and stakeholder management as a trusted business partner.
• Analytical, data-driven mindset with experience leveraging metrics to drive improvements.

Responsabilités

• Lead and mentor Dublin-based ICs, partnering with the EMEA manager.
• Own and drive team-wide operational KPIs (CSAT, response/resolution times, backlog).
• Serve as escalation point for high-visibility issues with clear resolution paths.
• Surface product issues and customer pain points using data storytelling and impact framing.
• Provide input on resource allocation and ad-hoc projects to scale the team.
• Foster an accountable, transparent culture aligned with Asana's operating principles.

Connaissances

Operational leadership

Coaching

KPIs

SaaS

People leadership

Data-driven

Cross-functional

Description du poste

Asana, Inc. in Dublin is seeking a hands-on leader to scale and coach a Dublin-based Customer Product Support team.

You will drive KPIs, mentor ICs, and partner with the EMEA manager to deliver exceptional customer outcomes and process improvements. You will lead through data-driven insights, coordinate cross-functional efforts with Sales, Product, and Engineering, and shape a coaching culture that balances customer advocacy with business priorities.