Support Manager (San Francisco OR Remote)

San Francisco, United States

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Posted 3 weeks 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.
Are you passionate about working with smart teams and customers to deliver an outstanding support experience? Then this role will be a good match for you! This is a key role on our On Prem (Data Center and Server) Support leadership team which is focused on providing exceptional support to our Enterprise Data Center customers. In this role, you will lead a team of experienced support engineers supporting Atlassian Data Center products.
More about you:
You are passionate about servicing customers and love people that have a good sense of accountability and quality. You are uncomfortable with mediocrity, and are always striving to be the change you seek.

In this role, you will:

  • Be essential in guaranteeing 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 key driver for product improvement, application performance and corporate change.
  • Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. Assisting your team in negotiating customer priorities and setting expectations.
  • 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. Creating a wide and loyal customer base to the Atlassian products and brand.
  • Be able to demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing robust teams.
  • Create, 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 overall department and corporate operational efficiencies.
  • Have a strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance.
  • Work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies.

On the first day, we’ll expect you to have:

  • Experience in the software industry with 5+ related working experience in a Customer Support Center function in a managerial capacity.
  • A deep understanding of people leadership, involving building networks and developing talent. Ability to recruit and build successful teams.
  • Extensive expertise in understanding metrics to measure the effectiveness of technical support within the organization.
  • Experience in both small and large companies is highly desirable.
  • Great communications and interpersonal skills
  • Track record of accomplishment and effectiveness within organizations.
  • Experience in working 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 fast-paced 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 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 our 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.
  • 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 organization. Our team is open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers. 
More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
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.
If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.
Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Job tags: Coaching Complex issues Customer-facing Customer success Jira SaaS
Job region(s): North America
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