Related skills
kpi customer support saas project management sla📋 Description
- Lead the EMEA Customer Product Support team (ICs and Leads)
- Coach and mentor for tech, customer excellence, and leadership growth
- Own KPIs: CSAT, SLA, backlog; drive process discipline
- Oversee high-visibility escalations with clear resolutions and alignment
- Surface product issues using data storytelling and business impact
- Build a customer-first culture aligned to Asana values
🎯 Requirements
- 8+ years in customer-facing support, success, or services.
- 4+ years in direct people leadership within SaaS.
- Motivate teams; handle high-visibility escalations.
- Scale support teams through cultural and operational changes.
- Collaborate with channel/solutions/service partners to streamline workflows.
- Strong KPI delivery and process-improvement track record.
🎁 Benefits
- Mental health, wellness, and fitness benefits
- Career coaching and support
- Inclusive family-building benefits
- Long-term savings or retirement plans
- In-office culinary options for dietary preferences
- Hybrid-friendly office culture
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