Head of Customer Product Support - EMEA (Dublin)

Asana; Dublin; Hybride; EUR 77 000 - 97 000; Plein temps

Résumé du poste

Asana is seeking a Dublin-based Senior Customer Support Leader to scale our global Customer Product Support organization. You will mentor ICs, partner with the EMEA manager, and drive operational excellence across complex SaaS product cases while balancing customer advocacy with business priorities.

You will lead KPI programs (CSAT, response/resolution times, backlog), surface insights to shape product improvements, and foster an accountable culture aligned with Asana's operating principles in a

Qualifications

• 6+ years of experience in customer support or services within a SaaS environment.
• 3+ years of direct people leadership experience.
• Proven track record of coaching and developing individual contributors to achieve operational excellence and team KPIs.

Responsabilités

• Lead and mentor a Dublin-based IC team, partnering with the EMEA manager to strengthen technical expertise across the Dublin support team.
• Own and drive team-wide operational KPIs (CSAT, response and resolution times, backlog) through process discipline and ownership.
• Serve as an escalation point for high-visibility customer issues, coordinating timely resolution with Sales, Product, and Engineering.
• Proactively surface product issues and customer pain points to senior Support Leadership using data and business impact framing.
• Provide input on resource allocation and support ad-hoc operational projects to mature and scale the support organization.
• Foster an accountable, transparent team culture aligned with Asana's Operating Principles.

Connaissances

People leadership

Customer support

SaaS experience

Cross-functional communication

Data-driven

Description du poste

Asana is seeking a Dublin-based Senior Customer Support Leader to scale our global Customer Product Support organization. You will mentor ICs, partner with the EMEA manager, and drive operational excellence across complex SaaS product cases while balancing customer advocacy with business priorities.

You will lead KPI programs (CSAT, response/resolution times, backlog), surface insights to shape product improvements, and foster an accountable culture aligned with Asana's operating principles in a