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Salary: EUR 77,000 - 97,000 / annual
Asana is seeking a Manager for Customer Product Support in Dublin to lead and mentor a team of individual contributors in the EMEA region. Reporting to the Head of Customer Product Support, you will partner closely with the existing EMEA manager to provide dual leadership across the region, driving operational excellence and scaling the global Customer Product Support organization.
Key responsibilities include:
- Partner 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
The role is based in the Dublin office with an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday, with flexibility on Wednesdays and Fridays depending on work type and team partnerships.
Requirements:
- 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
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
