Senior Manager, Sales Support

alty. Your leadership will be instrumental in fostering a culture of excellence, agility, and continuous improvement within the customer support department.

What you'll do

• Lead, mentor, and support a team of customer support managers based in the Philippines, covering all 3 timezones and responsible for all customer segments, providing direction and resources needed to achieve team and individual goals.

• Develop and implement customer support strategies that align with the department's objectives, ensuring a consistent and high-quality customer experience across all support channels.

• Monitor and analyze customer support metrics (e.g., response time, resolution time, customer satisfaction scores) to identify trends, anticipate issues, and implement improvements.

• Collaborate with other departments (such as Product, Sales, and Marketing) to ensure a cohesive customer experience and to incorporate customer feedback into product development and company strategies.

• Drive the adoption of new technologies and tools to improve customer support operations and efficiency.

• Handle complex customer complaints or issues that escalate beyond the manager level, ensuring customer satisfaction and resolution.

• Foster a culture of continuous improvement, encouraging team innovation and the sharing of best practices.

• Prepare and present regular reports on department performance, insights, and strategic plans to senior management and other stakeholders.

Your background

• Bachelor's degree in Business Administration, Communications, or a related field. Master's degree is a plus.

• Minimum of 7 years experience in customer support or service, with at least 3 years in a managerial role overseeing support teams.

• Proven experience managing managers and leading large, high-performing teams in a fast-paced, high velocity environment.

• Strong understanding of customer support technologies, metrics, and industry best practices.

• Excellent problem-solving, critical thinking, and decision-making skills.

• Exceptional leadership and team-building abilities, with a track record of motivating teams to exceed expectations.

• Outstanding communication and interpersonal skills, with the ability to interact effectively with all levels of the organization and build strong relationships with stakeholders.

• Demonstrated ability to develop strategies, translate them into initiatives, and track successful delivery

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.

About Atlassian

At Atlassian, we're 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 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 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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

#LI-Remote #LI-FV1