Product Support Specialist at Asana

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. This role is based in our Chicago 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. Coverage may be needed on some weekends or holidays in this role. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What you’ll achieve • Become an expert in Asana’s platform, staying up-to-date on new features and best practices to help customers transform the way they work. • Deliver high-quality, consultative support across a wide range of product areas, moving beyond simple Q&A to solve complex technical challenges via video calls and screen sharing. • Own customer outcomes end-to-end, ensuring timely resolution and clear communication while managing high-volume inquiries with speed and empathy. • Partner cross-functionally as a key liaison between the product team and our customers, escalating bugs and sharing feedback to drive product improvements. • Contribute to team knowledge by identifying patterns in inquiries and maintaining our internal knowledge base to empower your colleagues. • Drive operational excellence by meeting team standards for response times and customer satisfaction, ensuring every interaction adds value. About you • Competency in technical support: You have a proven track record in a customer-facing technical support role within a SaaS or tech environment, with comfort in live channels like video and phone. • Problem-solving mindset: You possess strong critical thinking skills and the ability to break down complex, ambiguous topics into clear, actionable steps for users. • Communication expert: You provide proactive, transparent, and friendly communication in English, making complex technical information easy for anyone to understand. • Language Skills: Fluency in German is preferred, but not required. • Technical aptitude: You are experienced in troubleshooting common SaaS issues, including authentication (SSO/SAML), browser behaviors, and user access. • Growth-oriented: You have a strong desire to adopt new technical and non-technical skills to deliver better solutions for customers. • AI Curiosity: Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making. • Values-aligned: You are empathetic, curious, and committed to helping customers feel heard and supported. 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. For this role, the estimated base salary range is between $91,000 - $103,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. 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 #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.