Support Manager, Jira Cloud SMB

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.As a Jira Cloud Support Manager, you will lead fast-paced and dynamic support teams located in multiple locations servicing our cloud customers. Our Cloud Small Medium Business (SMB) Support team is passionate about providing support and product expertise to our Standard and Premium customers.In this role, you will set the bar for Atlassian's cloud support offerings by driving improvement projects, establishing a standard for quality service, and building a culture that's relentlessly focused on customers. This is a multi-faceted role that will require a broad skill set in people leadership, support operations, strategic prioritisation, and legendary customer service. You will be responsible for the overall health of our Support offerings. This role includes identifying and coaching great support engineers, building a culture of excellence around support operations, driving insights into our product groups, and creating an identity and brand around the support offering.  Key responsibilities:Foster an environment that drives performance and quality in the areas of customer satisfaction, knowledge creation, technical expertise and process improvementIn-depth analysis of support operational metrics, present key operational insights, strategies to exceed KBM goals, areas of improvement to support leadership through monthly business reviewsMaintain cross-functional influence by partnering with Product, Engineering, and Service Enablement teams, to provide customer insights to for reduction of customer friction

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

• 10+ years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles
• 6+ years of operational management experience, preferably managing customer-facing support teams serving high volume and large enterprise customers
• 5+ years of people management experience, leading distributed technical support teams of 8-15, to meet and exceed operational performance goals
The best candidates will have a demonstrated ability in the following areas:
• Strong knowledge of technical support operations with a focus on improving customer satisfaction
• Experience analysing data to derive insights, trends, and improvements to drive customer satisfaction
• Experience in recruiting, retaining, and building high-performing, passionate support teams with a customer-centric culture that champions legendary customer support
• Experienced people leader, developing talent nurturing programs that grow strong support engineers
• Create, organise and communicate strategies 3-6 months ahead. Partnering with global peers in aligning the strategies
• Strong communication and sophisticated organisational skills
• Excellent judgment and decision-making skills

More about our teamThe team is filled with top-notch technical individuals that are excited to provide world-class support 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, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, pushing harder for the root cause and a solution.We are a combination of passion and persistence. 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.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.