Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Overview

Nurture the Atlassian culture in the team, fulfilling the Values, Role and Team expectations through: Attract, Develop, and Retain talent; Deliver results through Teamwork; and Role Model and exemplify Atlassian’s core values. Contribute to multi-channel support proficiency by effectively managing support and ensuring a consistent, high-quality experience across platforms (email, live chat, community). Oversee performance management and recognition initiatives. Provide coaching on complex issues and handle escalated customer situations as needed to drive positive outcomes. Manage the day-to-day operational aspects of the team. Mentor the team on growth, career progression, and succession planning to foster professional development. Position and support the team to succeed by maintaining focus on fundamentals (caseload and backlog management, throughput and resolution) and removing roadblocks. Prepare the team through technical and soft skills development, training requirements, and industry standards. Build connections and collaborations with other Atlassian teams to bolster performance and customer experience. Contribute to product, technology, and process improvements. Customer Focus. Business Insight.

Responsibilities

• Nurture the Atlassian culture in the team, fulfilling the Values, Role and Team expectations through;
• Attract, Develop, and Retain talent
• Deliver results through Teamwork
• Role Model and exemplify Atlassian’s core values
• Multi-channel Support Proficiency - Effectively managing Support
• Engineers supporting various platforms including email, live chat, community, ensuring a consistent and high-quality support experience
• Oversee Performance Management and Recognition initiatives
• Provide coaching on complex issues and handle escalated customer situations as needed to drive positive outcome
• Manage the day-to-day operational aspects of your team
• Mentor the team on their growth plan, career progression, and succession planning to foster professional development
• Position and support your team to succeed by maintaining focus on the fundamentals (caseload and backlog management, Throughput and Resolution) and removing roadblocks
• Equip your team for success by ensuring readiness in technical and soft skills, training requirements, and industry standards
• Build connections and foster collaborations within other Atlassian teams to bolster team performance and effectiveness, and improve customer experience
• Contribute to and help drive Product, Technology and Process improvements
• Customer Focus
• Business Insight

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred; accompanied by 7+ years in operational excellence and delivery management
• 5 years of experience in people management, with direct responsibility of at least two annual performance review cycles

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit https://go.atlassian.com/perksandbenefits

About Atlassian

At Atlassian, were motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyones 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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

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