Head of APAC Escalation Management

Overview

Working at Atlassian

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.

We are looking for a passionate and inspiring leader to lead our APAC escalation team who works with our Support Leadership, Account Management, Product Management, and Development teams to ensure that our customer voice is heard. Externally, this role will work with key strategic customers and partner experts to coordinate and drive the resolution of critical issues. This position will identify areas for continuous improvement, contribute to processes and frameworks, and, most importantly, develop world-class escalation managers. This role will also carry a limited number of escalation cases while leading the team.

Atlassian is looking for a Head of APAC Escalation Management. You'll be part of the Critical Customer Response leadership team that ensures our customers receive an unparalleled experience. As the Escalation Management leader, you’ll lead a regional team charged with managing the Support engagement of our strategic customers during their most critical support moments; assessing crucial themes, educating and influencing internal and external teams, and driving customer challenges towards resolution. You will report to our Head of Incident and Escalation Management.

More About Our Team

Our team is filled with top-notch escalation managers building a legendary escalation management practice to provide exceptional customer experiences. We challenge one another every day and hold ourselves accountable for our work, product, and customers' 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 escalation team, and ourselves. We are not scared of challenges, nor do we back down or get deterred by challenging problems. When problems seem the hardest, we are at our best, pushing 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.

Like what we stand for? Make this your everyday.

Our team's great, but we've got room for one more if you're interested.

Responsibilities

What will you do?

• Lead and develop the APAC team of Escalation Managers.
• Helped define and optimize escalation management strategy by partnering with peers and a broad range of leaders across the company.
• Create and manage operations systems, rigor, and rituals.
• Advancing tooling capabilities to support the strategy delivery.
• Drive critical customer escalations towards resolution through your team or by directly engaging with customers.
• Drive product changes, identify and ensure the execution of long-term improvement plans, represent the voice of our most strategic customers, and be the catalyst of change.
• Promote the right outcome by resolving our customers' critical situations through effective partnership.
• Create an environment built on trust where you are seen as the Escalation Management expert and advisor to customers and Atlassian team members alike.
  
  
  

Your background

• 8+ years of experience managing enterprise-level escalations.
• 8+ years of experience in technical teams (support, services, or success) at an Enterprise tech company.
• Significant experience working and partnering with large Enterprise/Strategic accounts.
• Demonstrated experience driving the execution of strategies you devised.
• Deep curiosity and commitment to seek out and resolve problems, share root cause analysis to our customers, and strategize on preventing similar issues in the future.
• Experience working and partnering with customer-facing teams such as Customer Success, Sales, and Technical Account Management.
• Demonstrated experience with hiring, resource planning expertise, and implementation of professional development programs, growing leaders and individual contributors.
• Demonstrated experience building a customer-centric culture that advocates for the customer's needs.
• Exceptional behavioral assessment capability and the ability to teach this to others.
• A strong learning orientation and examples of high rates of professional growth.
  
  
  

Qualifications

Benefits & Perks

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 go.atlassian.com/perksandbenefits .

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 .