Support Knowledge and Communications Manager

Asana•San Francisco, CA

1d•Hybrid

About The Position

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. 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 R&D, 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. 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.

Requirements

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

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