Product Support Specialist - French Speaking

Join Asana as a Product Support Specialist, where you'll help customers find clarity in their work and achieve results. You'll become an expert in Asana's platform, manage complex product issues, and serve as a key liaison between the product team and customers. This role requires fluent written and verbal proficiency in English and French, and may require coverage on weekends or holidays.

• Assister les clients dans la résolution de problèmes complexes liés à la plateforme Asana, en fournissant des conseils d'expert et en gérant les cas de support de manière autonome.
• Agir en tant que point de contact principal pour les problèmes urgents des clients, en démontrant une maîtrise de la désescalade et de la résolution.
• Collaborer avec les équipes internes pour escalader les bogues, partager les retours des clients et contribuer à l'amélioration des processus.
• Experienced in and comfortable with operating in ambiguous environments, providing consultative support to customers
• Empathetic, curious, and committed to helping customers feel heard and supported
• Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus
• Familiar with AI tools or prompt-based interfaces, and excited about using technology to enhance support
• 3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment; live channel experience (video, phone) preferred
• Strong critical thinking and problem solving skills with the ability to break down complex topics into clear, actionable steps; strong technical aptitude
• Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
• Willingness and desire to learn and adopt new skills—both technical and non-technical—in order to craft and deliver the best solutions
• Demonstrate strong communication skills—your written and verbal English and French communication is excellent, proactive, and transparent, effectively communicating complex information across all organizational levels