Head of Customer Support - Asana : Job Details

At Asana, we're building work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Experience team is committed to helping customers in their post-sales journey to deploy, adopt, and use Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscription.We are looking for a senior leader for the Head of Global Customer Support role, to oversee the delivery of exceptional customer support services to our clients. This leader needs to have a deep understanding of cloud-based enterprise software, as well as a proven track record of managing and developing global support teams including managing outsourced vendors.This role is expected to provide the strategic vision and plan for our support organization as we transition Asana's customers from our traditionally product-led growth and SMB/Mid Market roots, to a greater focus on serving the enterprise. This role is based in our Chicago 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 achieveImproving Customer Satisfaction: Ensure that support services are delivered in a timely, accurate, and professional manner. This will require identifying and addressing pain points in the support process,as well as implementing new technologies and tools to enhance support services at scaleDeliver Enterprise-level Support: Deliver 24x7 support within stated SLAs to our top tier of customers by implementing a globally integrated model with tiering, multi-channel capabilities, and expedited service, with the ability to monetize higher service levels.Managing Global Support Teams: Ensure that the teams have the necessary skills, knowledge, and resources to deliver exceptional support services in a consistent manner globally, including managing offshore outsourced vendors.Improving Support Processes: Continuously improve support processes to enhance efficiency and effectiveness with the appropriate tools and metrics.Implementing New Technology Solutions: Implement technology solutions that can drive efficiency and improve support services. This may involve researching new tools and platforms (chatbots, generative AI etc.), and evaluating their effectiveness.Expert Use of Data Analytics and Reporting Tools: Identify trends and share actionable insights with product teams for improving customer experience.Employee Engagement and Retention: Manage the support team with empathy and kindness and lead them through a major transformation. This will involve coaching, mentoring, and training support staff, as well as developing performance metrics and incentive programs to motivate and reward high performance. About you15+ years building and implementing support and professional services offerings in high-growth, B2B, SaaS, cloud and technology industries supporting a global customer base.10+ years' experience managing a geographically distributed customer facing technical support organization, across culturally diverse teams.Experienced in modernizing a global, product-focused customer services and support team by driving the adoption of modern processes, technology and service models.Ability to form strong cross-functional relationships and influence others to drive towards a common goal.Exceptional communication skills (both oral & written), demonstrated executive presence and capable of presenting information across all levels of an organization.Executive level experience working with global customers across multiple enterprise engagement cyclesAbility to lead with empathy, and build trust with the support team.Experience with Salesforce Service Cloud preferred.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 offerOur 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 $226,000 - $306,000. 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 Talent Acquisition Partner 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 benefitsCareer coaching & supportInclusive family building benefitsLong-term savings or retirement plansIn-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 Talent Acquisition Partner to learn more about the total compensation and benefits for this role.About usAsana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor's and Inc.'s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ 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, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally 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. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.#LI-Hybrid #LI-HC