Team Lead, Partner Escalation Desk

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 Team lead, Partner Escalation Desk who will build, develop, and empower a new team of partner escalation specialists who are responsible for supporting and improving the operations of Atlassian Solution Partners. The Solution Partners are mostly consulting companies and/or software resellers delivering sales and/or delivery support of Atlassian software for end-customers.
In this role, you will drive the daily operations of a team focused on a selected cohort of partners and are supporting them by providing operational support, responding to ticket escalations and keeping track of outstanding questions or issues.Your experience will allow you to provide expert knowledge of escalation management and knowledge base documentation. You'd recruit and onboard A-players to expand your team and continue to champion a "customer first" culture. You'd handle critical issues and work regularly with partner managers and other internal Atlassian stakeholders, including our support and commerce teams.
We play as a Team and care deeply about the success of our partners and customers. You will have a key role to support meeting our partners expectations and improving their experience. Lastly, you'd effectively and creatively coordinate the day-to-day, including team stand-ups, meetings, resource planning, load balancing, target setting, cross-team overlap, etc.
In this role, you'll get to:

• Support Atlassian Solution Partners with their Atlassian partnership
• Manage and respond to escalations from your team on incoming questions, tickets and quotes relating to partner support challenges
• Lead the team to document and maintain Atlassian's Standard Operating Procedure for our quote-to-cash and other support systems/processes
• Lead the team to document feedback on escalations and issues that impact our partner's experience with Atlassian, to improve on these areas as a business

This role is for someone who is:

• Experienced at leading teams in a support / customer service environment
• You will get to display infectious energy for partner experience, as well as empathy and a positive attitude for partner concern
• Confident with operating at scale, handling many requests at a time and grouping them into common themes that outline our partner challenges and areas for improvement
• Pro-active to breakdown and de-risk issues and challenges
• You are going to expertly voice your opinion to make things better and take action
• You will be working collaboratively with a geographically dispersed team
• You get to be flexible enough to adjust on the fly as things change
• Fluent in English with excellent communication skills
• Productive and collaborative in a high tech work environment

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

• You have demonstrated talent at inspiring change from customer feedback and experience driving a team towards customer excellence
• You possess a heart for and passion to provide outstanding customer service through various platforms, and collaborate with teams across multiple geos
• You are an expert communicator and can creatively get your thoughts across diverse culture
• You have a proven track record to deliver projects, from concept to execution
• You have experience in generating and maintaining Standard Operating Procedures

It's great, but not required if you have:

• You have used Atlassian products
• You have previous experience in the tech industry, particularly at a software company that develop applications that enable teams to perform collaborative work

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/perksandbenefits to 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 .