We’re looking for a grounded leader to help us move from our current state to a more mature, structured, and strategic support organization. Reporting to the Head of Customer Product Support, you will be the primary accountable person for the EMEA region, leading a regional team of Individual Contributors and Leads. Our immediate goal is to add experienced leadership to the region to ensure every team member receives fair and equitable guidance, coaching, and support. 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
This role is based in our Dublin 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. If you're interviewing for this role, your recruiter will share more about the in-office requirements
What you’ll achieve Regional Team Accountability & Leadership Development: Serve as the primary accountable leader for the EMEA Customer Product Support team. Your immediate focus (first 6-12 months) will be stabilizing the team, managing individual contributors and lead(s). You will provide coaching, mentorship, and structured feedback to strengthen technical expertise, customer excellence, and leadership capability
KPI Accountability: Independently own accountability for team-wide KPIs (CSAT, SLA attainment, backlog management, etc.) and proactively drive improvements through coaching and process discipline
Senior Escalation Point: Provide 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, etc.)
Drive Product & Process Improvements: Proactively surface product issues and customer pain points to senior Support Leadership with clear data, storytelling, and business impact framing
Foster Team Culture: Build a culture grounded in Asana Support Team’s Mission, Vision, and Values, driving customer-first thinking, ownership, and teamwork
About you Experience : 8+ years in customer-facing support, success, or services roles, including 4+ years in direct people leadership within the SaaS space, demonstrating sustained career growth and mastery of the customer journey
Proven Leadership: Demonstrated ability to manage, coach, and motivate high-performing customer support teams, specifically proven through effectively handling high-visibility, sensitive escalat