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Asana

Manager, User Operations

San Francisco, CA
Our Customer Operations 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.
 
Asana enables teams to move work forward and User Operations (UO) is dedicated to accelerating this effort. We’re here to help our customers get the most out of Asana through high quality support at scale. Our customers have a strong voice in prioritizing our product development, and we encourage that dialogue through our support channels. We are looking for an experienced support leader to empower our Specialists to exceed their goals and drive real impact for the business. 

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Managers in UO focus on improving the health of our team metrics, including time to first response, agent handle time, and customer satisfaction, both through coaching and direct contributions. We are looking for a leader who values transparency, balance, and working together as peers. This person will develop a deep understanding of the product and our customers in order to lead by example. They will support, empower, and coach our newest UO members in English, Spanish, and Portuguese language markets as they develop in the role and grow in their careers. They will work closely with other leads to build a sustainable and efficient coverage model for our team.
 
What you’ll achieve
  • Drive operational execution of your team of Specialists
  • Act as hiring manager and create a culture of recruiting on your team
  • Handle escalations and participate directly in complex support policy decisions
  • Empower reports to achieve their personal and career goals, as well as exceed expectations for their roles
  • Contribute to scaling our operations, finding tooling and best practices that inspire high performance and foster a supportive environment without overhiring
  • Embody company values like equanimity and mindfulness
  • Help direct reports prioritize and manage their work, including owning goals for key metrics like Customer Satisfaction
  • Partner with other customer facing and product teams to develop broader Asana strategy
About you
  • 2+ years of people management experience
  • 4+ years experience on a customer support/User Operations team, bonus if at a global SaaS company
  • Impeccable customer skills: communication, empathy, integrity
  • A passion for coaching and developing support talent
  • A love of building teams and processes for long-lasting success
  • Spanish, Portuguese, or Japanese skills a plus
About us

At Asana, we're building a better way to work, fueled by transparency, inclusion, and technology that is a force for positive change. Asana is a work management platform that helps teams orchestrate their work, from daily tasks to strategic initiatives, so they can move faster and accomplish more with less. For the past 5 years, we've been named a top workplace, including top 10 Great Place to Work Best Small & Medium Workplaces, #1 Fortune Best Workplaces in the Bay Area, #8 Fortune Best Workplaces for Women, and one of Ireland's Best Workplaces. With offices all over the world, we are always looking for curious, collaborative, and mission-driven people to help us enable the world’s teams to work together effortlessly.

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 welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status.

Job ID: 2298033
Employment Type: Other

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