JOB DESCRIPTION

Customer Support & Services

Atlassian has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The Customer Support & Services (CSS) organisation is looking for people with a passion for delivering customer support to help us build a future where customers come to us, not only because we provide amazing products and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

And we are looking for..

We are looking for an intellectually curious, customer centric Product or Technical Support Manager who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As an Atlassian Support Manager, you will focus on building and leading a high performing team of Support Engineers. You will be responsible for ensuring our teams strive to provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Atlassian customers. You will represent Atlassian to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Atlassian Engineering Group, leveraging the culture of customer centricity at Atlassian to unleash the potential of every team.

Nurture the atlassian culture in the team, fulfilling the Values, Role and Team expectations through:

Attract, Develop, and Retain talent

Deliver results through Teamwork

Role Model Atlassian values

Commit to Performance Management and Recognition Program.

Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer escalations - and as necessary take ownership to produce a positive customer outcome (s).

Manage the day-to-day support business within your team.

Foster collaboration with other teams to improve the customer experience.

Position and support your team to succeed by maintaining focus on the fundamentals (caseload and backlog management, Throughput and Resolution), removing roadblocks within in CSS or into Engineering, encouraging collaboration and use of all available resources.

Assure team members are ready (working with internal teams and Readiness Champions where applicable) - technical skills, soft/professional skills, required training, cultural initiatives, industry certifications and standards, etc.

Establish connections across CSS and externally to influence and improve team effectiveness.

Contribute to and help drive Product, Technology and Process improvements.

Contribute to the success / implementation of Customer Support division led programs, initiatives, communications at the team level.

Competencies

Customer Centricity

Business Acumen

Change, adaptability and Flexibility

Team Player

Remote Management

Qualification & Experience

Language qualification

English language: fluent in reading, writing and speaking.

Bachelor degree in Computer Science, Information Technology, or related field AND 5 years / 7+ years of operational excellence, delivery management AND 5+ years of experience of managing people (in person or remote)