Manager, Customer Product Support

The Manager of Customer Support, APAC plays a critical role in leading and scaling Asana’s global Customer Product Support organization. Reporting to the Head of Customer Product Support, this leader oversees the APAC Customer Product Support Team, managing ICs.

This role is accountable for delivering world-class support across Tier 1–3 product cases, day-to-day team performance, ensuring KPI attainment, and surfacing structured insights that shape product and process improvements. This role is a hands-on people leader that will foster a coaching culture, balancing customer advocacy with business priorities, and will ensure operational excellence across their team. 

This role is based in our Sydney office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Wednesday, and Thursday. Most Asanas have the option to work from home on Mondays. 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:

• Lead and develop the APAC Customer Product Support Team, managing ICs (L3-L6). You will provide coaching, mentorship, and structured feedback to strengthen technical expertise, customer excellence, and leadership capability.
• Independently own accountability for team-wide KPIs (CSAT, SLA attainment, backlog management, escalations, etc) and proactively drive improvements through coaching and process discipline. 
• Act as Senior Escalation Point, by providing oversight and guidance on high-visibility or high-sensitivity customer escalations, ensuring clear resolution paths and stakeholder alignment with internal teams (Sales, Solutions, Services, Success, Finance, Product, Engineering, etc), which includes getting on customer calls when needed.
• Ensure product support readiness for your team, by partnering with the Product Support Engineer Team to ensure smooth rollout of new products and features.
• Influence and help drive product & process Improvements, by proactively surfacing product issues and customer pain points to senior Support Leadership with clear data, storytelling, and business impact framing.
• Provide feedback on team strategy, by sharing insights and observations about product issues, customer trends, and process gaps to senior Support Leadership. You will support ad-hoc operational projects and provide input into resourcing or capacity considerations when applicable.
• Model excellent communication & strategic influence, by acting as a compelling communicator and relationship builder across customers and internal teams. You will moderate difficult discussions, negotiate tradeoffs, and represent Support as a trusted partner.
• Foster a team culture grounded in Asana Support Team’s Mission, Vision, and Values, driving customer-first thinking, ownership, alignment and momentum, and teamwork. You will create a coaching environment where Customer Product Support Specialists continuously grow and improve.

About you:

• 6+ years of experience in customer facing support, success, or services roles (Customer Support, Customer Services, Technical Support, Customer Success, Professional Services, etc), with 3+ years in people leadership in the SaaS space. High growth / fast-paced company experience is a plus.
• Proven ability to manage and coach customer support teams supporting SMB to Enterprise customers, with experience handling high visibility escalations and driving accountability.
• Experience supporting technical / software products and navigating complex customer issues with professionalism and clarity.
• Demonstrated track record of delivering against KPIs and ensuring operational consistency.
• Skilled in handling complex product escalations and partnering cross-functionally to resolve customer issues.
• Strong communicator and storyteller with effective relationship-building skills across customers and internal teams. 
• Analytical and detail-oriented, able to use existing tools and data to identify trends, risks, and opportunities.
• Passionate about building high-performing teams, developing talent, and fostering a culture of accountability, coaching, and customer-first execution.
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

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 143,000 AUD - 162,000 AUD. 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.

#LI-Hybrid #LI-FN1