Head of Global Customer Support

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 San Francisco 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

• Improving 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 scale
• Deliver 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 you

• 15+ 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 cycles
• Ability 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 critica