Customer Product Support Manager (SaaS)

Location: Dublin, Ireland; office-centric hybrid schedule with in-office days on Monday, Tuesday, and Thursday, work from home generally available on Wednesday, and Friday flexibility depending on the work and partner teams.

Base salary: €77,000–€97,000 per year, with possible additional equity, sales incentive pay for applicable roles, and benefits.

Company

Asana provides a platform for human and AI collaboration used by teams worldwide to achieve important goals.

What you will do

• Lead, coach, and mentor Dublin-based Customer Product Support individual contributors in partnership with the existing EMEA manager.
• Drive operational KPIs including CSAT, response and resolution times, and backlog management.
• Act as an escalation point for high-visibility customer issues and coordinate resolutions with Sales, Product, and Engineering.
• Surface product issues and customer pain points to Support Leadership using data, storytelling, and business impact framing.
• Provide input on resource allocation and support operational projects that mature and scale the support organization.
• Build an accountable, transparent coaching culture aligned with Asana’s Operating Principles.

Requirements

• 6+ years of experience in customer support or services within a SaaS environment, including 3+ years of direct people leadership experience.
• Experience coaching and developing individual contributors to achieve operational excellence and team KPIs.
• Strong technical acumen and experience navigating complex SaaS product issues and escalations.
• Excellent cross-functional communication and stakeholder management skills, including the ability to represent Customer Support as a trusted business partner.
• An analytical, data-driven approach and experience using metrics and tools to identify trends, mitigate risks, and drive continuous process improvements.
• Curiosity about AI tools and emerging technologies, with willingness to learn and use them to improve productivity, collaboration, or decision-making.

Culture & Benefits

• Office-centric hybrid work model with specified in-office days and limited work-from-home flexibility.
• 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 different dietary preferences.