Senior Manager, Customer Product Support - Dublin (Hybrid)

Asana, Inc.; Dublin; Hybrid; EUR 77,000 - 97,000; Full time

Benefits offered by this job

Mental health, wellness & fitness

Career coaching & support

Inclusive family building benefits

Long-term savings or retirement plans

In-office culinary options

Job summary

Asana is seeking a Senior Leader to guide the Dublin-based Customer Product Support team, reporting to the Head of CPS. You will mentor ICs, drive operational KPIs, and partner with Sales, Product, and Engineering to resolve complex issues.

You’ll champion a coaching culture, ensure timely communication, and align with Asana's Operating Principles while working a hybrid schedule in Dublin. Remote options are limited.

Qualifications

• 6+ years of experience in customer support or services within a SaaS environment, including 3+ years of direct people leadership experience.
• Proven track record of coaching and developing individual contributors to achieve operational excellence and team KPIs.
• Strong cross-functional communication and stakeholder management skills.

Responsibilities

• Lead and mentor a Dublin-based support team with dual regional leadership.
• Drive team KPIs (CSAT, response/resolution times, backlog management).
• Escalate high-visibility issues and coordinate with Sales, Product, and Engineering.
• Surface product issues and customer pain points with data-driven storytelling.
• Allocate resources and drive ad-hoc projects to scale the organization.
• Model a coaching culture aligned with Asana's Operating Principles.

Skills

Team leadership

Customer support

SaaS knowledge

Data analysis

Cross-functional communication

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

CRM tools

Data visualization tools

Ticketing systems

Job description

Asana is seeking a Senior Leader to guide the Dublin-based Customer Product Support team, reporting to the Head of CPS. You will mentor ICs, drive operational KPIs, and partner with Sales, Product, and Engineering to resolve complex issues.

You’ll champion a coaching culture, ensure timely communication, and align with Asana's Operating Principles while working a hybrid schedule in Dublin. Remote options are limited.