Manager, Customer Product Support - EMEA

Asana; Dublin (CA); Hybrid; USD 86,000 - 108,000; Full time

Benefits offered by this job

Hybrid work schedule

Office in Dublin

Competitive compensation

Health & wellness benefits

Career growth opportunities

Job summary

Asana is seeking a senior Customer Support Leader for our Dublin team to drive operational excellence and coach ICs toward top KPIs. You will partner with the EMEA manager to align on strategy, performance, and customer outcomes.

You will foster a coaching culture, own critical escalation paths, and collaborate with Sales, Product, and Engineering to translate insights into improvements while maintaining an office-centric hybrid model.

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 ICs to achieve operational KPIs.
• Strong technical acumen with experience handling complex SaaS product issues and escalations.
• Excellent cross-functional communication and stakeholder management.
• Analytical and data-driven mindset with experience using metrics to drive improvements.

Responsibilities

• Lead and mentor the Dublin support ICs and partner with the EMEA manager for dual leadership.
• Own and drive team KPIs (CSAT, response & resolution times, backlog) through process discipline.
• Serve as escalation point for high-visibility issues with clear resolution paths across Sales, Product, and Engineering.
• Surface product issues and customer pain points to senior leadership using data and storytelling.
• Contribute to resource planning and scale-up initiatives for the support org.
• Foster a transparent, accountable team culture with clear expectations and open communication.

Skills

People leadership

Coaching teams

KPIs & analytics

Cross-functional collaboration

SaaS customer support

Operational excellence

Tools

CRM software

Job description

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. Within the organization, we amplify our customers' voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers' success, and we get there by exemplifying empathy with our customers.

In this role, you will support the operational execution and scaling of Asana's global Customer Product Support organization. Reporting to the Head of Customer Product Support, you will lead and mentor a team of Individual Contributors (ICs) based in Dublin, partnering closely with our existing EMEA manager to provide dual leadership across the region. You will drive operational excellence across complex product cases, ensure team performance and KPI attainment, and surface structured insights to shape product and process improvements. As a hands-on leader, you will foster a coaching culture that balances customer advocacy with business priorities while modeling proactive, timely communication across cross-functional teams.

This role is based in our Dublin office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you'll achieve

• Partner seamlessly with the existing EMEA manager to provide operational leadership, coaching, and mentorship to strengthen technical expertise across the Dublin support team.
• Own and drive team-wide operational KPIs (including CSAT, response and resolution times, and backlog management) through process discipline and high standards of ownership.
• Serve as an escalation point for high-visibility customer issues, coordinating clear, timely resolution paths with internal stakeholders across Sales, Product, and Engineering.
• Proactively surface product issues and customer pain points to senior Support Leadership using data, storytelling, 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 grounded in clear expectations, open communication, and alignment with Asana's Operating Principles.

About you

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
• 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 technical acumen with demonstrated experience navigating complex SaaS product issues and escalations with clarity and professionalism.
• Excellent cross-functional communication and stakeholder management skills, with the ability to represent Customer Support as a trusted business partner.
• Analytical and data-driven mindset with experience leveraging metrics and tools to identify trends, mitigate risks, and drive continuous process improvements.

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we'll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between €77,000 - €97,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role.

#LI-Hybrid

About us

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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