Support Manager

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 deliver the best product experience? Then this role will be a good match for you! This role is part of the Support team who is focused on providing the best support and product experience to our Japanese customers. In this role, you will lead a team of experienced support engineers supporting multiple Atlassian products.

In this role you will:

• Be critical in guaranteeing customer satisfaction, product quality, and ongoing customer success with Atlassian products.
• Work with your team to ensure service levels, support quality, and customer satisfaction targets are met while being a key driver for product improvement, application performance, and corporate change.
• Coordinate root-cause analysis and fixes for complex issues and customers while being key to providing a consistent quality experience. Bringing new and improved support methodologies to Atlassian.
• Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details.
• Work within the broader ecosystem of managers to improve the overall department and corporate operational efficiencies.
• Demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics, and developing inbound resource channels from non-senior roles.
• Create, organise and communicate strategies 3-6 months ahead. Partnering with global peers in aligning the strategies
• Have strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance.

On your first day, we'll expect you to have:

• Significant experience in the software industry and working experience in a Customer Support Center function in a managerial capacity
• You’re an experienced people leader, involved in building networks and developing talent. Able to recruit and build successful teams
• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organisation
• Good communications and interpersonal skills
• Track record of accomplishment and effectiveness within organisations
• Fluent in Japanese for both writing and speaking;

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

• Experience leading high volume service operations teams in fast-paced companies.
• Experience with enterprise-level software solutions, SaaS environments or Atlassian specific products like JIRA, Confluence, or Bitbucket.
• Experience in working 24x7 support operations and with teams across multiple locations will be an added advantage

The team is filled with technical individuals that are excited to be building a new service offering and experience for our customers. We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, and actively championing for customers within Atlassian. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. We believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organisation. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and is all about providing legendary service to our customers. If this sounds exciting to you, apply and become part of our global team of specialists practicing a follow-the-sun methodology to deliver the best support possible for 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.