Support Manager - Halp

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Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

As we expand our Atlassian footprint in India in mid-2022, we are able to recruit eligible candidates for this role who are located in Karnataka, Telangana, Tamil Nadu, Delhi NCR and Maharashtra. If this sparks your interest, apply today and chat with our friendly Recruitment team."

Are you passionate about working with smart and hard working teams to deliver an outstanding support experience? Then this role will be a good match for you! This is a key role on our Cloud Growth Support leadership team. We focus on providing exceptional support for Cloud products which are still relatively new in their market segment, or in the early stages of their growth profile. You will lead, and continue to build upon, a team of experienced support engineers supporting both new and existing Atlassian Cloud products.

More about you:

You are passionate about servicing customers and love nurturing people with a good sense of accountability and a drive to deliver high impact and quality work. You are uncomfortable with mediocrity, and are always striving to be the change you seek.

In this role, you will:

Be essential to guaranteeing customer satisfaction, driving improvements in product quality, and ensuring ongoing customer success with Atlassian products. You will be guiding your team to ensure service levels, support quality, and customer satisfaction targets are met. You will not shy away from pushing for improvements in areas ranging from application performance to corporate changes.

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, while ensuring that we are providing a consistent quality experience. Not be afraid to bring new and improved support methodologies to Atlassian. All while creating a wide and loyal customer base to the Atlassian products and the Atlassian brand.

Be able to demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing robust and resilient 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. Help 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:

  • 4+ years of experience managing teams
  • Experience in the software industry with 5+ years related working experience in a Customer Support Center function in a managerial capacity.
  • A deep understanding of people leadership. Ability to build networks and develop talent. Proven ability to recruit and build successful teams.
  • Extensive expertise leveraging and understanding how to utilize metrics to measure the effectiveness of technical support teams 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, Trello, Halp 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. If you feel you’re up to the challenge, then bring it on!

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.

Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.

To learn more about our culture and hiring process, explore our Candidate Resource Hub.

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