Escalation Manager

Remote, United States

Applications have closed
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Posted 1 month ago

Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.
Do you love being the driver in assessing crucial customer challenges and themes, taking ownership to educate and influence internal and external teams, and lead towards resolution and thrilled customers? If so, then we have been looking for you!
We view our Escalation Manager role as a critical customer champion within our team. Internally, we need someone to work with our Support Leadership, Product Management, and Development teams to ensure that our customer voice is heard. Externally, this role will work with key strategic customers and partner specialists, to coordinate and drive the resolution of critical issues.
Transparency in line with our Values (Open Company, No BS) is key and is achieved by providing timely and accurate updates to customers and Atlassian leadership regarding active critical issues, as well as meaningful details on the status of the customer relationship with senior management.

Key functions of this opportunity include:

  • Orchestrating customer teamwork by leading communication efforts on high-impact customer issues and concerns
  • Demonstrating ownership through regular meeting cadence & communications with internal and customer contacts, handling customer expectations on status and timelines
  • Making a difference by educating our organization by sharing customer feedback and trends.
  • Promoting collaboration across our Support, Product and Engineering teams to achieve real outcomes
  • Emphasizing the priority and urgency of issues into the product teams for key fixes
  • Promoting the right outcome through resolving our customer's critical situations via effective partnership within all facets of Trello and elsewhere as required
  • Developing and maintaining a prioritized Issue List and Action Plan to handle concerns and drive resolution across multiple teams, including executive engagement as required
  • Sharing insight and reporting on all blocking issues, evaluating escalation performance metrics
  • Educating and promoting standard methodologies for demonstrating high quality Support with customers and Partners
  • Communicating at the right level by owning the responsibility for messaging, follow-up, and outcomes to our biggest influencers within Trello and Atlassian
  • Assessing & evaluating how critical a situation is, seek to understand business impacts of critical problems, and report back on the current status of those issues
  • Developing and communicate periodic reports on status for issue landmarks

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

  • Empathy for our customers demonstrated through years of strong communication skills development
  • Understand when, how, and most importantly why, when setting expectations with our customers and team
  • Kindness and integrity towards your peers, with a passion and history of learning and sharing knowledge
  • Deep curiosity and commitment to seek out and resolve problems, share root cause analysis to our customers and Atlassians
  • 6+ years of experience in forward facing support, software services, and/or system administration roles for a large end-user community
  • 3+ years of taking point on the most challenging of client issues
  • Deep familiarity with various technologies such as operating systems (Linux, OS X, and/or Windows) or web applications in a SaaS environment
  • Experience working with Atlassian products (Expert Trello usage is a huge bonus!)
Customer support at Trello is different.
To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Our front line staff is empowered to make our customers happy. Usually, it means tapping a broad range of resources, whether that’s making sure you have all the right software or working directly with an engineer to troubleshoot a case. You’ll have what you need to get the job done.The other side of support is working with the other teams at Trello. All of our teams—engineering, marketing, sales, etc—benefit from support's role in working directly with customers. It will be your job to determine how we can serve them as effectively as possible. This is no small task, especially when communication is happening asynchronously across time zones. For example, when collaborating with engineering team, you need to know when a bug can stay under the radar versus when you should sound the alarm.
We don’t want people to just use Trello, we want them to love it. We’re looking to add a person to our support team who is friendly, helpful, and already loves Trello. Your top priority will be to transform our users into super-fans. You have a commitment to self-education on new technologies and are responsible for owning customer issues until resolution. You're a great fit if you have top-notch written and verbal communication skills, along with a comfort communicating with customers. You have basic Operation Systems knowledge (Mac and Windows), familiarity with reading console errors, and a Bachelor's Degree in Computer Science or equivalent demonstrated experience. You encompass a keen drive for urgency and "get sh!t done" attitude. You have passion, curiosity, energy, humor, and guts!You’ll be comfortable using a variety of tools to ensure fluid communication between our customers, support, and your stakeholders. These may include email, social media, written documentation, video, internal chat, and Trello itself. Your ability to listen to customers, identify common themes, and communicate clearly will be exceptionally valuable to our users and our team.
More about Atlassian
Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.
Additional Information
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.
Job tags: Customer feedback Jira Linux Product management SaaS Windows
Job region(s): North America
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