Support Knowledge and Communications Manager

<p>The Support Knowledge and Communications Manager is responsible for designing, implementing, and continuously improving Asana’s global support knowledge bases and change management programs. Reporting to the Strategic Support Operations Manager, this role will ensure that customers and internal Asana stakeholders (especially in Customer Product Support) are empowered with accurate information to resolve issues and make the most of Asana’s platform and offerings.</p> <p>This individual contributor role will manage Asana Customer Product Support’s knowledge bases and will partner with Support Operations, Enterprise Technology, Product Support Engineering, Asana RD, and Enablement to ensure that Asana’s customers, AI powered chatbots, and Customer Product Support team members have access to accurate, user-friendly help content. This role will leverage those knowledge platforms to capture and socialize internal change management content to ensure that Asana Custom Product Support employees are apprised of important changes to Asana’s product, internal tooling, programs, processes, and resources. The ideal candidate brings [1] robust experience owning and managing B2B SaaS knowledge bases (especially employee-facing), [2], experience owning internal communications as part of change management processes and [3] demonstrated operational rigor in fast paced, high growth environments.</p> <p>This role is based in our San Francisco office with an office-centric hybrid schedule. 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.</p> <p><strong>What you’ll achieve:</strong></p> <ul> <li>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)</li> <li>Assess Asana Customer Product Support’s knowledge base needs and proactively explore new solutions (in partnership with Support Operations Tooling and Enterprise Technology)</li> <li data-pm-slice="1 1 []">Author, publish, and revise knowledge content for use by internal Asana stakeholders and the Asana Support Chatbot</li> <li>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</li> <li data-pm-slice="1 1 []">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</li> <li>Create multi-media aids to support internal content wherever relevant; record demo videos, voice-over explanations, images, gifs, etc. to enhance comprehensibility</li> <li>Author revise quick text and macro copy to streamline commonly repeated customer facing internal processes</li> <li>Draft messaging copy for customer-facing and support-facing use cases in tools like Salesforce, the Asana Support AI Chatbot, Asana forms, Jotforms, etc.</li> <li data-pm-slice="1 1 []">Collaborate with Customer Product Support leadership to draft materials for team All Hands presentations, business proposals, team offsite presentations, etc.</li> <li>Design implement a Customer Product Support change management framework for sizing, drafting, socializing, nudging, and documenting internal updates</li> <li>Develop maintain a system of record for these updates, ensuring ongoing accessibility</li> <li data-pm-slice="1 1 []">Collaborate with pr ... (truncated, view full listing at source)