Asana · 1 week ago
Support Knowledge and Communications Manager
San Francisco, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$164K/yr - $186K/yr
8+ years expAsana is a leading platform for human + AI collaboration, and they are seeking a Support Knowledge and Communications Manager. This role is responsible for designing and improving Asana's global support knowledge bases and change management programs to ensure that both customers and internal stakeholders have access to accurate and user-friendly information.
CollaborationEnterprise SoftwareSaaSSoftwareTask Management
Responsibilities
Design & structure Asana Customer Product Support’s internal knowledge base(s), implementing effective page tree/structure, article templates, version control guidelines, tagging protocols, audience definitions, etc to drive improved service outcomes (esp. Support Case CSAT, time to resolve, and case QA scores)
Assess Asana Customer Product Support’s knowledge base needs and proactively explore new solutions (in partnership with Support Operations Tooling and Enterprise Technology)
Author, publish, and revise knowledge content for use by internal Asana stakeholders and the Asana Support Chatbot
Implement and oversee related AI workflows and automations to decrease time to publish, increase article usability, increase tonal & structural consistency, and maintain content accuracy and relevance over time
Partner with Support, Enterprise Technology, Engineering, Product, and Enablement to proactively identify upcoming content needs and ensure timely updatesPartner with Support Operations to ensure that documentation for Support-facing tools and processes is accurate and complete
Create multi-media aids to support internal content wherever relevant; record demo videos, voice-over explanations, images, gifs, etc. to enhance comprehensibility
Author & revise quick text and macro copy to streamline commonly repeated customer facing & internal processes
Draft messaging copy for customer-facing and support-facing use cases in tools like Salesforce, the Asana Support AI Chatbot, Asana forms, Jotforms, etc
Collaborate with Customer Product Support leadership to draft materials for team All Hands presentations, business proposals, team offsite presentations, etc
Design & implement a Customer Product Support change management framework for sizing, drafting, socializing, nudging, and documenting internal updates
Develop & maintain a system of record for these updates, ensuring ongoing accessibility
Collaborate with program managers, project managers, and Support leadership to effectively socialize updates using the change management system you’ve implemented
Qualification
Required
8+ years of experience in support operations or a related business operations role in SaaS, with hands-on experience managing knowledge base platforms like Confluence, Salesforce Knowledge, Slab, Glean, Hubspot, etc
Experience in implementing and overhauling Knowledge base systems, converting legacy content into well structured, user-friendly repositories to drive positive customer and team outcomes
Experience in authoring and copy editing business and technical documentation in high complexity SaaS settings, for use by customer facing teams, especially Support, Customer Success, and Sales
Demonstrated ability to design and execute internal communication and change management strategies that enable smooth, consistent change adoption
Experience in producing multi-media content to supplement and improve the usability of business and technical documentation, creating videos, visualizations, gifs, audio recordings etc to improve understanding and retention of important content by internal stakeholders
Strategic and creative systems thinker with strong critical thinking and problem solving skills
Efficiency minded - experience driving automation and AI concepts, with experience in evaluating and implementing emerging technologies to reduce manual work
Process-oriented and operationally-minded, with a bias for simplification, usability, and automation
Strong cross-functional collaborator and communicator, able to influence and align with Support, Product, Engineering, and vendor teams at all levels
Detail-oriented and organized, with an owner-mentality - curious and proactive, always seeking to improve and expand the way we capture, store, and share information
Highly effective communicator and enabler, skilled at translating complex product and process information into documentation easily parsable by non-technical audiences
Willingness and desire to learn and adopt new skills - both technical and non-technical - in order to craft and deliver the best resources
Thrives in ambiguity, moves quickly, and continuously adjusts to what matters most for customers and the business
Experience using and supporting complex work management tools like Asana
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
Benefits
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
Company
Asana
Asana is a software company that specializes in the fields of work management, productivity, team goals, and project execution.
1001-5000 employees
H1B Sponsorship
Asana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (47)
2024 (81)
2023 (82)
2022 (93)
2021 (51)
2020 (41)
Funding
Current Stage
Public CompanyTotal Funding
$453.2MKey Investors
Silicon Valley BankManhattan Venture Partners (MVP)Generation Investment Management
2020-09-30IPO
2020-08-15Undisclosed
2020-06-08Debt Financing· $200M
Leadership Team
Dan Rogers
Chief Executive Officer
Dustin Moskovitz
CEO & Co-Founder
Recent News
2026-01-16
2025-12-10
Company data provided by crunchbase