Support Manager, Cloud Enterprise

5 months ago

Sydney, Australia Atlassian Full time

Overview:
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 Enterprise Support leadership team which is focused on providing exceptional support to our Enterprise Cloud customers. In this role, you will lead a team of experienced support engineers supporting Atlassian Cloud products.

**Responsibilities**:
**More about you**:

- Are you a leader who is passionate about servicing customers and love people that prioritise accountability and quality? Are you not satisfied with mediocre?
- You will also 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.
- You will 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.
- You are able to demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing robust teams.
- Create, organise, 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.

Qualifications:
**On your first day, you’ll have**:

- Experience in the software industry with significant related working experience in a Customer Support Center function in a managerial capacity.
- You’re an experienced people leader, involved in building networks and developing talent. Able to recruit and build successful teams.
- Responsibility and accountability for managing escalations with experience communicating and engaging at various organisational, customer management, and executive levels.
- Extensive expertise in developing metrics to measure the effectiveness of technical support within the organisation.
- Experience in both small and large companies is highly desirable.
- Good communications and interpersonal skills.
- Track record of accomplishment and effectiveness within organisations.
- Experience in working 24x7 support operations and with teams across multiple locations will be an added advantage.

**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 the 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 organisation. Our team is open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers.

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