Cloud Support Manager (Austin or US Remote)

Remote United States, New York City Atlassian 2 months ago
Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it’s necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

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! At this time, we have multiple openings for Support Managers within Cloud Support at Atlassian. If your application is selected, the recruiter can talk through the different teams with you in a call.

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.
  • Build a team and eventually manage a team of around 7-10 advanced Support Engineers.
  • On the first day, we’ll expect you to have:
  • 4+ years of experience managing teams for 6 or more
  • 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 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.