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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.
The Support Operations Manager – Tools & Automation is responsible for the strategy, execution, and continuous improvement of Asana’s global support tooling, automation, and knowledge infrastructure. Reporting to the Head of Global Support Operations & Excellence, this leader will ensure the Support Team’s systems and processes scale with the business, enable operational efficiency, and empower the Support Team to deliver a consistently excellent customer experience.
This role will manage a lean operations team and partner closely with Support leadership, Enterprise Technology, Product, Engineering, and vendor teams to drive innovation, streamline workflows, and reduce manual effort through automation. The ideal candidate brings a mix of systems expertise, operational rigor, and leadership experience to evolve our tools and processes in a fast-paced, high-growth environment.
This role can be fully remote depending on which US state you live in. If based in-office: 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.
About you:
People Leadership & Team Management
- Lead, coach, and develop a high-performing operations team focused on driving success for support tools, automation, and knowledge base by setting clear goals, providing regular feedback, and supporting career growth
- Prioritize team capacity across tools, automation, and knowledge initiatives while fostering a collaborative, accountable, and improvement-oriented culture
Tooling & Automation Strategy
- Own the strategy, implementation, maintenance, and continuous improvements of support tooling and systems (e.g., ticketing, CRM, knowledge base, AI workflows, AI chatbots and productivity tools)
- Identify and drive automation opportunities to reduce manual effort and improve operational efficiency - through new feature & tooling discovery, building out and utilizing AI workflows and tools, etc.
- Partner with Support, Enterprise/Business Technology, Finance, Engineering, and Product to ensure Support tools and workflows align with business needs and scale with growth
- Partner with vendors on understanding new feature and tool functionality to drive efficiency and improvements to Support workflows
- Build and maintain internal Support documentation and processes for tooling, automations, and integrations
- Own support tooling infrastructure (in partnership with other internal teams like Enterprise Technology or R&D), such as Service Cloud, a knowledge base, etc
- Partner with Field Readiness on initial onboarding and continuous enablement of Support on systems and process changes
Reporting & Insights
- Collaborate on metrics strategy by ensuring tools enable accurate and actionable reporting for key Support personas (agents, managers, leadership) and executive consumption
- Ensure each tool is effectively adopted and utilized by tracking usage data, generating actionable insights at a normal cadence, and driving improvements based on those insights.
- Support the creation of complex information for executive consumption, and conduct ad-hoc qualitative and quantitative analyses for strategic planning
About you:
- 6-10 years SaaS support operations/business systems experience with hands-on tool management (Service Cloud, CRM, knowledge bases); 2-4+ years people leadership
- Led ticketing system migrations and technology transformations
- Strategic systems thinker who designs scalable tooling for global support organizations
- Strong team leadership with accountability focus and proactive issue resolution
- Process-oriented with bias toward simplification, automation, and AI implementation
- Expert in Service Cloud, Salesforce CRM, and knowledge platforms (Atlassian, etc.)
- Cross-functional collaborator able to influence Support, Product, Engineering, and vendor teams
- Data-driven approach to tool optimization and meaningful reporting
- Detail-oriented with strong documentation and process design skills
- Owner mentality - proactive in seeking efficiency improvements and new technologies
- Effective trainer and change enabler for support teams
- Continuous learner adaptable to new technical and business skills
- Experienced in vendor assessment and relationship management
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 $146,000-166,000. 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 support our employees worldwide and include:
- Mental health, wellness & fitness benefits
- Career coaching & support
- Inclusive family building benefits
- Long-term savings or retirement plans
- In-office culinary options to cater to your dietary preferences
These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. 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.
About us
Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world.
We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.
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