Description

You'll become an Asana expert, delivering consultative support to customers via video calls, screen sharing, and chat. You'll own customer outcomes end-to-end, escalate bugs, and collaborate cross-functionally to drive product improvements while meeting team standards for response times and customer satisfaction.

Requirements

• Proven track record in a customer-facing technical support role within a SaaS or tech environment
• Strong critical thinking skills to break down complex topics into actionable steps
• Proactive, transparent, and friendly communication in English
• Fluency in German preferred but not required
• Experience troubleshooting common SaaS issues (authentication, browser behaviors, user access)

Responsibilities

• Become an expert in Asana's platform and stay updated on new features and best practices
• Deliver high-quality, consultative support via video calls and screen sharing to solve complex technical challenges
• Own customer outcomes end-to-end, ensuring timely resolution and clear communication across high-volume inquiries
• Partner cross-functionally as key liaison between product team and customers, escalating bugs and sharing feedback
• Contribute to team knowledge by identifying patterns in inquiries and maintaining internal knowledge base