XTN-F6D7868 | RETENTION TEAM LEAD

User Operations, Retention Team Lead

You have a unique opportunity to join a world-class support team as we grow our footprint and scale globally. Our client 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 our client’s work management product.

We are looking for an empathetic and creative problem solver to join our User Operations team. You will become a work management product expert focusing specifically on customer retention and billing issues. The body of work you would be completing would involve helping our customers continue to get value from their Asana subscription by retaining them as customers.

You will act as a primary liaison between UO, our finance team and our customers.

As a team lead, you will become an expert in the day to day work eventually transitioning into coaching/mentoring a team around you as you focus on accomplishing our KPIs. We are looking for someone to not only guide the agents in the work but also reviewing and providing feedback to have top notch quality responses and customer interactions.

What you'll achieve

• Become an expert in billing structures and retention flow
• Help customers with questions about their subscriptions and plans
• You’ll bring a critical eye to each support interaction, looking for efficiency and customer experience improvements to help us improve our operations
• Technical and pragmatic focus on customer support
• Become a team lead and learn to coach/mentor a team

About you

• Chat and email support experience a plus
• Excellent written and verbal communication skills in English
• Genuine passion for making customers feel happy and understood
• Tenacious work ethic and relentless attention to detail
• Deep sense of empathy for users
• Customer support/service experience
• Team lead- coaching/mentorship experience