Customer Support Specialist

We're looking for an empathetic, customer focused, critical-thinker who thrives on problem-solving to join our Customer Support team in Chicago. You will become a product expert in Asana and help customers with questions, feature requests, and bug reports. Even the most common support cases require a deep understanding of the Asana platform and a consultative approach to ensure customers get the best possible outcome. You’ll focus on delivering exceptional customer support targeted towards making Asana clients successful.  

You have a unique opportunity to join a world-class support team as we grow our footprint and scale globally. Based in our Chicago office, you will work closely with our teams in San Francisco, Sydney, Dublin, and Tokyo. Asana enables teams to move work forward and Customer Support is dedicated to quickening that pace. We’re here to maximize clarity in our customers' work and to help them get the most out of Asana. Our customers have a strong voice in prioritizing our product development, and we encourage that dialogue through our support channels.

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. 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.

This role is based in our Chicago 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:

• Become a product expert in Asana.
• Help customers with questions, feature requests, bug reports, and educate them about the best practices for using Asana with a team.
• Technical and pragmatic focus on customer support.
• Respond and manage a high volume of customer centered inquiries delivering exceptional experiences and satisfaction.
• Help Customer Support increase efficiency by analyzing key metrics, assessing tooling needs, and implementing solutions using tools, integrations, and APIs.
• Be a liaison between the product team and our customers.

About you

• 3+ years of customer support experience, including technical support, preferably in a SaaS environment for Enterprise clients.
• Natural troubleshooting skills and strong technical aptitude.
• Excellent written and verbal communication skills in English.
• Genuine passion for making customers feel happy and understood.
• Tenacious work ethic and relentless attention to detail.
• Deep sense of empathy for technology users and genuine passion for making customers feel heard and understood.
• Proficiency with APIs, Terminal/iTerm, Github, Zuora, or Salesforce.
• Proficiency with Asana a plus.
• Ability to work weekends as part of a temporary rotation.

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.

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 $78,000-$96,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that suppo