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Customer Support Manager



Customer Service
Tokyo, Japan
Posted on Monday, December 11, 2023

The global User Operations (UO) team at Asana provides thorough troubleshooting and customer care with heart and authenticity. Our general support includes highly technical issues, billing inquiries, bug reports, and how-to walkthroughs. We have special teams focused on high-touch offerings for strategic accounts and on customer retention. Within the organization, we amplify customer voices in product development and help our other customer-focused teams achieve their goals.

We are currently looking for a leader who values transparency, balance, and collaboration with their direct reports in our UO team. In addition to people management, you will be a champion of customer needs and help us bring customer experience into our decisions within UO and cross-functionally in Japan. You will assess new programs for UO about team capacity and find ways to support Asana's go-to-market initiatives. You will develop a deep understanding of the product and our customers to lead by example.

This role is based in our Tokyo office with an office-centric hybrid schedule. Along with most Asanas, you’ll work from this office in person on Tuesdays, Thursdays and an additional day of your choice. Most Asanas have the option to work from home on Mondays, Wednesdays or Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements.

What you’ll achieve

  • Lead operational execution and development of your team
  • Act as an escalation point for our team of support agents, coaching and training them on technical matters in collaboration with our UO trainers
  • Handle customer escalations and participate directly in complex support policy decisions
  • Improve the health of our team metrics, including time to first response, agent handle time, and customer satisfaction
  • Help set the vision of our technical support strategy for our team, bringing your industry knowledge and experience to help set and achieve meaningful KPIs
  • Establish relationships with the team by understanding what motivates individuals
  • Develop the team to achieve excellent customer service results by incorporating observations and key performance metrics/trends
  • Build strong internal relationships across regions, working closely with other customer-facing and engineering teams to identify customer needs and develop solutions to meet those needs

About you

  • Experience in people management and in customer support in the fast-paced global company
  • Proven experience in providing high quality support to clients and increasing efficiency by improving processes and enabling the team
  • Strong communication and interpersonal skills, with the ability to work cross-functionally and build relationships with customers and internal teams
  • Solution-oriented leader who demonstrates creativity and curiosity
  • Passion for technology
  • Fluent in English & Japanese

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.

About us

Asana 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.