XTN-9D9A490 | PRODUCT SUPPORT AGENT

Our Customer Support team handles email-based inquiries covering a wide range of product functionality, from feature guidance to technical troubleshooting. Even the most common support cases require a deep understanding of the Asana platform and a consultative approach to ensure customers get the best possible outcome. 

We're looking for an empathetic, customer focused, critical-thinker who thrives on problem-solving and can communicate with clarity, authenticity, and empathy, without relying too much on “playbooks” or templated responses. This role requires excellent written English skills, including an understanding of cultural nuances, natural phrasing, and tone. Your writing should feel conversational and professional, not overly formal or textbook-like. You’ll focus on delivering exceptional customer support with a consultative business approach targeted towards making Asana clients successful.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

•  Php 2k internet reimbursement on top of allowance.

• Meet or exceed expectations across all core KPIs.
• Act as a trusted partner to clients, working alongside them as an extension of their team.
• Manage a high volume of customer inquiries while delivering an exceptional and satisfying experience.
• Strengthen the relationship between clients and Asana by understanding and supporting their business needs.
• Help customers get more value out of Asana by identifying ways to expand their use of our products and services.

• 5+ years of experience in a customer-facing role at a cloud-based software company. B2B (Enterprise focused) experience preferred.
• Skilled at diagnosing, understanding, and solving complex problems for clients. Prior experience as a Helpdesk (preferred).
• Have real-world experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems.
• Knowledge of prompting and knowing how to use consumer-facing AI tools is a plus. Bring determination, focus, and strong problem-solving abilities to stay on track in fast paced or unclear situations.
• Communicate clearly and professionally in English, both in writing and speaking, with customers, internal teams, and other stakeholders.
• Deep sense of empathy for users and a true passion for making customers feel heard and supported.