Support Manager - Cloud EMEA - Atlassian Bengaluru, India Bookmark Share Print 60 0 0

Listing Description

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 from an office (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.

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 to Bengaluru 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.
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 CSS organization 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..
  • As a Jira Cloud Support Manager, you will lead fast-paced and dynamic support teams located in multiple locations servicing our cloud customers. Our Cloud Small Medium Business (SMB) Support team is passionate about providing support and product expertise to our Standard and Premium customers.
  • In this role, you will set the bar for Atlassian's cloud support offerings by driving improvement projects, establishing a standard for quality service, and building a culture that's relentlessly focused on customers.
  • This is a multi-faceted role that will require a broad skill set in people leadership, support operations, strategic prioritisation, and legendary customer service. You will be responsible for the overall health of our Support offerings. This role includes identifying and coaching great support engineers, building a culture of excellence around support operations, driving insights into our product groups, and creating an identity and brand around the support offering. 

  • What will be your responsibilities?
  • Foster an environment that drives performance and quality in the areas of customer satisfaction, knowledge creation, technical expertise and process 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
  • Maintain cross-functional influence by partnering with Product, Engineering, and Service Enablement teams, to provide customer insights to for reduction of customer friction

  • Competencies
  • Strong knowledge of technical support operations with a focus on improving customer satisfaction
  • Experience analysing data to derive insights, trends, and improvements to drive customer satisfaction
  • Experience in recruiting, retaining, and building high-performing, passionate support teams with a customer-centric culture that champions legendary customer support
  • Experienced people leader, developing talent nurturing programs that grow strong support engineers
  • Create, organize and communicate strategies 3-6 months ahead. Partnering with global peers in aligning the strategies
  • Strong communication and sophisticated organisational skills
  • Excellent judgment and decision-making skills

  • Qualification & Experience

  • On your first day, we'll expect you to have:
  • 10+ years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles
  • 6+ years of operational management experience, preferably managing customer-facing support teams serving high volume and large enterprise customers
  • 5+ years of people management experience, leading distributed technical support teams of 8-15, to meet and exceed operational performance goals

  • 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.

    Listing Details

    • Citizenship: Not Provided
    • Incentives: Not Provided


    • Education: Not Provided
    • Travel: Not Provided
    • Telework: Not Provided

    About Us

    AtmosJobs is a community-run job platform developed by SaaS professionals. Our unique approach of focusing strictly on Cloud positions allows us to personalize the user experience.

    Our Contacts

    1765 Greensboro Station Pl.
    Suite 900
    Tysons Corner Va 22102

    (703) 594-7765