Support Manager, Trello EMEA

Job 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 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. Your future team We are looking for a curious, customer-centric Technical Support Manager who has a demonstrated track record in building teams by empowering people to support our customers to succeed. As a Technical Support Manager, you will lead a powerful team of Support Engineers aiming to provide a positive support experience, which includes being responsive to our customers and partnering with internal team members on the most important problems for Atlassian customers. You will be part of the Trello Cloud Support team EMEA as part of the larger Cloud Growth Support team by leading a team across the EMEA and India, and reporting to our Cloud Growth Leadership Manager. Our team is filled with technical individuals that are excited to build a new service to offer an experience for our customers. We challenge one another every day and hold ourselves responsible for our product and our customer's overall success. We all enjoy the interactions with the customers, problem-solving, and actively advocating for customers within Atlassian. We feel that through our roles we can positively improve the Atlassian Experience for million end-users.

What you'll do

• Grow and Retain talent
• Role Model Atlassian values
• Commit to Performance Management and Recognition Program.
• Guide and coach the team for addressing complex, strategic financial and executive level cases, including customer escalations - and take ownership to produce a positive customer outcome(s).
• Manage the daily support business within your team.
• Foster collaboration with other teams to improve the customer experience.
• Position and support your team to succeed by focusing 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 our 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 build Product, Technology and Process improvements.
• Contribute to the success / implementation of CSS division led projects, and communications at the team level.

Your background

• 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 manager, involved in building networks and developing talent.
• Experience in recruiting and building successful teams.
• Responsibility and accountability for managing escalations with experience communicating and engaging in teams, customer management, and executive levels.
• Expertise in developing metrics to measure the effectiveness of technical support within the organization.
• Experience in both small and large companies is desirable..
• Experience working 24x7 support operations and with teams across multiple locations will be an added advantage.

Qualification & Experience

• 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

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 . Apply for this job