Manager, Customer Product Support

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

Serve as the primary accountable leader for the EMEA Customer Product Support team, focusing on stabilizing the team and managing individual contributors and lead(s).

Provide coaching, mentorship, and structured feedback to strengthen technical expertise, customer excellence, and leadership capability.

Independently own accountability for team-wide KPIs, including CSAT, SLA attainment, and backlog management, while driving improvements through process discipline.

Provide oversight and guidance on high-visibility or high-sensitivity customer escalations, ensuring clear resolution paths and internal stakeholder alignment.

Proactively surface product issues and customer pain points to senior Support Leadership using data, storytelling, and business impact framing.

Build a culture grounded in Asana Support Team's Mission, Vision, and Values, driving customer-first thinking and