Support Manager, Cloud Enterprise

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Are you passionate about working with smart teams and customers to achieve an outstanding support experience? Are you a leader who is passionate about servicing customers and love people that prioritize quality? Are you not satisfied with mediocre? Then this role will be a good match for you! This is an important role on our Enterprise Support leadership team which is focused on providing support to our Enterprise Cloud customers. You will report to the Group Manager, Cloud Enterprise and lead a team of experienced support engineers supporting multiple Atlassian Cloud products.

More about you:

• You will guarantee customer satisfaction, product quality, and ongoing customer success with Atlassian products. Working with your team to ensure service levels, support quality, and customer satisfaction targets while being a necessary driver for product improvement, application performance and corporate change.
• You will also participate in customer-facing calls communicating progress updates, action plans, and resolution details. Assisting your team in navigating customer priorities and setting expectations.
• You will coordinate root-cause analysis and fixes for complex issues and customers while being important for providing a quality experience, bringing new and improved support methodologies to Atlassian. Creating a wide and loyal customer base to the Atlassian products and brand.
• You can demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing teams.
• Organize and communicate strategies 3-6 months ahead. Partner with global peers in aligning the strategies and work within the broader ecosystem of Team Leads and Managers to improve the department and corporate operational efficiencies.
• Have a great business sense, establish global and scalable frameworks and methodologies that are comprehensive from concept through adoption, scale, and maintenance.

On your first day, you'll have:

• 10+ years of experience in the software industry with related working experience in a Customer Support Center function in a managerial capacity.
• You're an experienced people developer, involved in building networks and developing talent. You can recruit and build successful teams.
• Responsibility to manage escalations with experience communicating and engaging at different company, customer management, and executive levels.
• Expertise in developing metrics to measure the effectiveness of technical support.
• Experience in both small and large companies is desirable.
• Experience working in 24x7 support operations and with teams across multiple locations will be an added advantage.

It's great, but not required if you have:

• Experience leading service operations teams in scaling companies.
• Experience with enterprise-level software solutions, SaaS environment or Atlassian specific products like JIRA, Confluence, or Bitbucket

More about our team:The team is filled with technical individuals that are excited to build a new service offering and experience for our customers.We challenge one another every day and hold in high regard the work on our product and customer's overall success. We all enjoy the interactions with the customers, problem-solving, and advocating for for customers within Atlassian. We feel that through our roles we can positively affect millions of end-users and their experience with Atlassian.We believe we can create opportunities for the business by listening to the customer's experience, translating these into actions, and promoting their short-term issues and long-term needs throughout the organization. We are open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers.Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.To learn more about our culture and hiring process, explore our Candidate Resource Hub.