We’re looking for a grounded leader to help us move from our current state to a more mature, structured, and strategic support organization. Reporting to the Head of Customer Product Support, you will be the primary accountable person for the EMEA region, leading a regional team of Individual Contributors and Leads. Our immediate goal is to add experienced leadership to the region to ensure every team member receives fair and equitable guidance, coaching, and support. 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.
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
- Serve as the primary accountable leader for the EMEA Customer Product Support team, focusing on stabilizing the team and managing individual contributors and lead(s).
- Provide coaching, mentorship, and structured feedback to strengthen technical expertise, customer excellence, and leadership capability.
- Independently own accountability for team-wide KPIs, including CSAT, SLA attainment, and backlog management, while driving improvements through process discipline.
- Provide oversight and guidance on high-visibility or high-sensitivity customer escalations, ensuring clear resolution paths and internal stakeholder alignment.
- Proactively surface product issues and customer pain points to senior Support Leadership using data, storytelling, and business impact framing.
- Build a culture grounded in Asana Support Team's Mission, Vision, and Values, driving customer-first thinking and ownership.
About you
- 8+ years in customer-facing support, success, or services roles, with 4+ years in direct people leadership within the SaaS space.
- Demonstrated ability to manage and motivate high-performing teams while handling high-visibility, sensitive escalations. Driving strong team accountability and performance against strategic goals.
- Experience scaling customer support teams through significant transformation, cultural and operational changes. Pivoting from reactive support to a strategic, value-add approach that consistency improves metrics and customer retention.
- Direct experience collaborating with channel, solutions, and service partners to streamline workflows within the partner ecosystem.
- Strong, measurable track record of delivering against KPIs and implementing process improvements that ensure operational consistency.
- Highly effective communicator and compelling storyteller, proficient at building trusting relationships and translating feedback into actionable strategy.
- Proven ability to thrive in ambiguity and fast-paced environments with a strong bias for action.
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- Nice to Have: Proven track record of managing support teams operating in multiple languages (German, French, Spanish, Portuguese) and deep experience supporting complex technical products.
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 €95,000-108,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.
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
#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.
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