Asana enables teams to move work forward and User Operations (UO) is dedicated to quickening that pace. We’re here to maximize clarity in our customers' work and to help them get the most out of Asana. Our customers have a strong voice in prioritizing our product development, and we encourage that dialogue through our support channels.
As a User Operations Specialist, you will become a product expert in Asana and a savant of productivity. You’ll help customers with questions, feature requests, and bug reports. You'll educate them about best practices and help them navigate our API and integrations. Armed with this experience, you’ll be a liaison between the product team and our customers. You’ll provide quantitative and qualitative reports summarizing data from support tickets, enriching the product team’s context around customer problems.
While customer support will be your focus, you think of yourself as technical and pragmatic. You’ll help User Operations become increasingly efficient by analyzing key metrics, assessing tooling needs, and implementing solutions using tools, integrations, and APIs from these resources. You may have not written any code, but you have a strong technical aptitude and interest.
Ability to start at 7am Pacific, M-F, and to work weekends as part of a regular rotation
Natural troubleshooting skills and technical aptitude
Excellent writing and communication skills
Genuine passion for making customers feel happy and understood
Tenacious work ethic and relentless attention to detail
Deep sense of empathy for technology users
Customer service experience
Proficiency with Asana, APIs, Terminal/iTerm, Desk.com, Github, Recurly, or Zendesk
Experience in technical support
Knowledge of iOS and Android mobile platforms
Fluency (written and verbal) in Spanish and English