Head of Japan Customer Support

Our Customer Operations 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. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers.

We are currently looking for an experienced support leader who values collaboration with their direct reports and cross-functional teams. As Head of Japan Technical Support, you will be responsible for entire support segments and development of the support team in Japan. Working closely with global support leaders and japan sales leaders, you will play a critical role in the Japan leadership team to support the growing customer base.

This role is based in our Tokyo office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Thursday and one additional day of choice, which may be determined by your team. Most Asanas have the option to work from home on the two other weekdays they are not in office. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve

• [Leadership / Management] Lead our support agents to deliver high-level customer support, ensuring their professional development and optimizing team performance
• [Strategy] Analyze the health of our team metrics, including time to first response, agent handle time, and customer satisfaction, and set the vision for the Japan support strategy
• [Operational Excellence] Drive process and performance improvement initiatives within the entire support segments 
• [Training / Development] Provide training to enhance their skills and knowledge and coaching to guide career development for their team 
• [Escalation Management] Handle customer escalations and participate directly in complex support policy decisions
• [Collaboration] Build strong internal relationships with with Head of Global Support in SF and cross-functional stakeholders across regions, working closely with other customer-facing and engineering teams to identify customer needs and develop solutions to meet those needs

About you

• Experience in technical support with expertise in troubleshooting and problem-solving, preferably in B2B Saas company
• Excellent leadership and management with the ability to motivate and inspire a team
• Proven track record of providing high quality support to enterprise clients and increasing efficiency by improving processes and enabling the team
• Strong communication and interpersonal skills, with the ability to build meaningful relationships with customers and internal teams and work collaboratively
• Analytical mindset  with the ability to interpret data and make data-driven decisions.
• Customer-focused attitude with a passion for delivering exceptional service and support.
• Fluent in English & Japanese

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. 

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.

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