Manager, Customer Product Support - EMEA

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. In this role, you will support the operational execution and scaling of Asana’s global Customer Product Support organization. Reporting to the Head of Customer Product Support, you will lead and mentor a team of Individual Contributors (ICs) based in Dublin, partnering closely with our existing EMEA manager to provide dual leadership across the region. You will drive operational excellence across complex product cases, ensure team performance and KPI attainment, and surface structured insights to shape product and process improvements. As a hands-on leader, you will foster a coaching culture that balances customer advocacy with business priorities while modeling proactive, timely communication across cross-functional teams. This role is based in our Dublin 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 • Partner seamlessly 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. About you • Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making. • 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. 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 th