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Support Operations Manager, Tools & Automation

July 10, 2026

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. 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.

The Support Operations Manager – Tools & Automation is responsible for the strategy, execution, and continuous improvement of Asana’s global support tooling, automation, and knowledge infrastructure. Reporting to the Head of Global Support Operations & Excellence, this leader will ensure the Support Team’s systems and processes scale with the business, enable operational efficiency, and empower the Support Team to deliver a consistently excellent customer experience.

This role will manage a lean operations team and partner closely with Support leadership, Enterprise Technology, Product, Engineering, and vendor teams to drive innovation, streamline workflows, and reduce manual effort through automation. The ideal candidate brings a mix of systems expertise, operational rigor, and leadership experience to evolve our tools and processes in a fast-paced, high-growth environment.

This role can be fully remote depending on which US state you live in. If based in-office: 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.

About you:

People Leadership & Team Management

Lead, coach, and develop a high-performing operations team focused on driving success for support tools, automation, and knowledge base by setting clear goals, providing regular feedback, and supporting career growth
Prioritize team capacity across tools, automation, and knowledge initiatives while fostering a collaborative, accountable, and improvement-oriented culture

Tooling & Automation Strategy

Own the strategy, implementation, maintenance, and continuous improvements of support tooling and systems (e.g., ticketing, CRM, knowledge base, AI workflows, AI chatbots and productivity tools)
Identify and drive automation opportunities to reduce manual effort and improve operational efficiency - through new feature & tooling discovery, building out and utilizing AI workflows and tools, etc.
Partner with Support, Enterprise/Business Technology, Finance, Engineering, and Product to ensure Support tools and workflows align with business needs and scale with growth
Partner with vendors on understanding new feature and tool functionality to drive efficiency and improvements to Support workflows
Build and maintain internal Support documentation and processes for tooling, automations, and integrations
Own support tooling infrastructure (in partnership with other internal teams like Enterprise Technology or R&D), such as Service Cloud, a knowledge base, etc
Partner with Field Readiness on initial onboarding and continuous enablement of Support on systems and process changes

Reporting & Insights

Collaborate on metrics strategy by ensuring tools enable accurate and actionable reporting for key Support personas (agents, managers, leadership) and executive consumption
Ensure each tool is effectively adopted and utilized by tracking usage data, generating actionable insights at a normal cadence, and driving improvements based on those insights.
Support the creation of complex information for executive consumption, and conduct ad-hoc qualitative and quantitative analyses for strategic planning

About you:

6-10 years SaaS support operations/business systems experience with hands-on tool management (Service Cloud, CRM, knowledge bases); 2-4+ years people leadership
Led ticketing system migrations and technology transformations
Strategic systems thinker who designs scalable tooling for global support organizations
Strong team leadership with accountability focus and proactive issue resolution
Process-oriented with bias toward simplification, automation, and AI implementation
Expert in Service Cloud, Salesforce CRM, and knowledge platforms (Atlassian, etc.)
Cross-functional collaborator able to influence Support, Product, Engineering, and vendor teams
Data-driven approach to tool optimization and meaningful reporting
Detail-oriented with strong documentation and process design skills
Owner mentality - proactive in seeking efficiency improvements and new technologies
Effective trainer and change enabler for support teams
Continuous learner adaptable to new technical and business skills
Experienced in vendor assessment and relationship management

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.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $146,000-166,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

Mental health, wellness & fitness benefits
Career coaching & support
Inclusive family building benefits
Long-term savings or retirement plans
In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

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.

We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are 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.

#LI-Hybrid

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...