Support Manager EMEA, Trello (Remote)
Atlassian, United Kingdom

The support engineers in this team have an incredible amount of autonomy in determining how best to contribute their talents and skills. Will a short video help customers get started? They can make it. Need to write a script to help a customer with the API? They can go for it! There's plenty of room for creativity and technical exploration when it comes to better serving our customers. You'll be there to help encourage them and develop them beyond the traditional role of support engineer.
The other side of support is working with other teams. All of our teams (engineering, marketing, sales, etc) benefit from support's role in working directly with customers. It is support's job to figure out how we can serve them as effectively as possible. For example, when working with the engineering team, support needs to know when a bug can stay under the radar versus when they should sound the alarm. Relationship building, prioritization of projects and super-effective communication, all while being remote from each other, will be a major part of your work.
We are looking for a leader that can continue to grow and develop this dynamic team of individuals in always being customer champions, and striving to create the change that they seek. If that sounds like you, then you've found the opportunity that you've been waiting for.
This is a fully remote position that can be based in the UK, Netherlands, Germany, Poland or Turkey. In this role, you'll get to:

• Lead a team of remotely located, high-performing support engineers that provide legendary support
• Experiment with new methods to help customers, whether that be with new tools, self-help options, or entirely new channels
• Coach team members on how to best use their time out of the queue to drive projects/initiatives that improve customer experience amp; scale the support team
• Develop cross-functional relationships with product, design, amp; engineering teams so that support is acknowledged as a key driver of product improvement/quality and customer insight.
• Manage daily operations including hiring, planning, assigning, and directing work; regular performance feedback, case reviews and career development
• Review and analyze key business metrics (or create them when they don't exist) to showcase positive trends and identify areas for 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

On your first day, we'll expect you to have:

• Management experience leading remote, customer-facing support teams for 4+ years
• 10+ years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles
• A passion for servicing customers
• Have a strong sense of accountability and quality; you are a person that is not happy with mediocrity
• Experience managing team members that are remote and located in different timezones/cultures
• Strong leadership and coaching skills
• Experience working with SaaS companies
• Experience coaching support or operational people to own projects or initiatives
• Strong judgment, decision-making, drive and insightful analytic skills. Process oriented, but also flexible, knowing when processes need to change or evolve
• Ability to prioritize work and assess risk, while delivering a high-quality customer experience
• Exceptional soft skills for coaching opportunities with the team as well as both internal and external communications via phone, video conferences, presentations, and published blogs

More about our team
We challenge one another every day and hold ourselves accountable for our work as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems.
When problems seem the hardest we are at our best, working harder for the root cause and a solution. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. We believe we can add significant value to the business by listening to the customer, transforming customer wants and needs into actions, and championing their short-term issues and long-term needs throughout the organization.
Our team is transparent, respectful, focused, and filled with individuals of many different backgrounds and talents locate