Support Manager EMEA, Trello (Remote)

Amsterdam, Netherlands

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Posted 4 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, every Atlassian will have the choice to work from an office or from home.
Customer support for 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 support engineers have an incredible amount of autonomy in determining how best to contribute their talents and skills to Trello. Will a short video help customers get started? They can make it. Need to write a script to help a customer with the API? They can go for it. There's plenty of room for creativity and technical exploration when it comes to better serving our customers. You'll be there to help encourage them and develop them beyond the traditional role of support engineer.
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 is support's job to figure out how we can serve them as effectively as possible. For example, when working with the engineering team, support needs to know when a bug can stay under the radar versus when they should sound the alarm. Relationship building, prioritization of projects and super-effective communication, all while being remote from each other, will be a major part of your work.
We are looking for a leader who will continue to grow and foster this dynamic team of individuals in always being customer champions, and striving to create the change that they seek. If that sounds like you, then you've found the opportunity that you've been waiting for.
This is a fully remote position, welcome to applicants living anywhere in the Netherlands, Germany, UK, Turkey, Poland, or Sweden.

In this role, you'll get to:

  • Lead a team of high performing, customer-focused support engineers (remotely located) that provide legendary support to our customers
  • Experiment with new methods to help customers, whether that be with new tools, self-help options, or entirely new channels
  • Coach team members on how to best use their time out of the queue to drive projects/initiatives that improve customer experience & scale the support team
  • Foster cross-functional relationships with product, design, & engineering teams so that support is acknowledged as a key driver of product improvement/quality and customer insight.
  • Manage daily operations including hiring, planning, assigning, and directing work; regular performance feedback, case reviews and career development
  • Review and analyze key business metrics (or create them when they don't exist) to showcase positive trends and identify areas of improvement
  • In-depth analysis of support operational metrics, present key operational insights, strategies to exceed KBM goals, areas of improvement to support leadership through monthly business reviews

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

  • Management experience leading remote, customer-facing, high volume support teams for 4+ years
  • 10+ years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles
  • A passion for servicing customers
  • Have a strong sense of accountability and quality; you are a person that is not comfortable with mediocrity
  • Experience managing team members that are remote and located in different timezones/cultures
  • Strong leadership and coaching skills
  • Experience working with SaaS companies
  • Experience coaching support or operational people to drive projects or initiatives (not to be underestimated, it's difficult to switch between operations and projects)
  • Strong judgment, decision-making, drive and insightful analytic skills; being process oriented but with flexibility to know when the process needs to change or evolve
  • Ability to prioritize work and assess risk, while delivering a high-quality customer experience with an appropriate level of urgency
  • Exceptional soft skills for coaching opportunities with the team as well as both internal and external communications via phone, video conferences, presentations, and published blogs
More about our team
We challenge one another every day and hold ourselves accountable for our work 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, working 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, transforming customer wants and needs into actions, and championing their short-term issues and long-term needs throughout the organization.
Our team is transparent, respectful, focused, and filled with individuals of many different backgrounds and talents located around the globe, and we're all about providing legendary service to our customers.
All your information will be kept confidential according to EEO guidelines.
We welcome all applicants regardless of race, color, ethnicity, actual or perceived sexual identity, gender identity, gender expression, economic status, ability, disability, religious beliefs or disbeliefs, national origin, age, military service eligibility, veteran status, marital status, parental status, or caregiver status.
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.
Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.
Job tags: API Coaching Complex issues Cross-functional Customer-facing Jira SaaS
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