We’re looking for a smart and curious individual to join our User Operations team to help teams move work forward faster. The goal of the UO team is to maximise clarity in customers' work and to help them get the most out of Asana. Customers have a strong voice in prioritising our product development, and we encourage that dialogue through our support channels.
You will become a product expert in Asana and a savant of productivity. You’ll help customers with questions, feature requests, and bug reports, and educate them about the best practices for using Asana with a team. Armed with this experience, you’ll be a liaison between the product team and our customers. You’ll provide quantitative and qualitative reports summarising data from support tickets, enriching the product team’s context around customer problems.
What you’ll achieve:
- Become a product expert in Asana and a savant of productivity
- Help customers with questions, feature requests, and bug reports, and educate them about the best practices for using Asana with a team
- Be a liaison between the product team and our customers
- You’ll bring a critical eye to each support interaction, always looking for efficiency and customer experience improvements to help us improve our operations as the business continues to grow
- Technical and pragmatic focus on customer support
- Help User Operations increase efficiency by analysing key metrics, assessing tooling needs, and implementing solutions using tools, integrations, and APIs
- Excellent written and communication skills in English & French
- Genuine passion for making customers feel happy and understood
- Natural troubleshooting skills
- Tenacious work ethic and relentless attention to detail
- Deep sense of empathy for technology users
- Customer support/service experience
- Strong technical aptitude and interest
- Prior B2B customer support experience
- Proficiency with Asana, Terminal/iTerm, Desk.com, Github, Recurly, or Zendesk
- Knowledge of iOS and Android mobile platforms
