Customer Advocate - Team Lead - Remote

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.
This is a remote position. To help our teams work together effectively, this role requires you to be located in the Philippines working EMEA time shift.
Job Description
We are looking for a Team Lead who can build, develop, and empower a new team of customer advocates to be based in our awesome Manila office. You'd nurture an environment that drives performance in the areas of customer happiness and timeliness of service delivery. In addition to this, you'd lead the daily team operations, while seeking to improve and standardize various customer advocate processes, procedures and systems in coordination with relevant partners. This position reports to the Manager - Customer Advocates.
You'll be working with different customers every day, not to mention collaborating with teams, both across the office and the globe. Our team loves swapping stories and dropping knowledge about awesome customer conversations, all of which contribute to ways we can create a better customer experience. We promise you'll never be bored.
What you'll do
Your experience will allow you to provide expert knowledge of operational customer service models. 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 various parties from other continents. 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.
Your background

• You will use your strong background in B2B or B2C customer service, including high volume email help desk, chat and phone support to provide excellent customer support
• You will get to display infectious energy for the customer experience, as well as empathy and a positive attitude for customer concern
• 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

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

• You have demonstrated talent at inspiring change from customer feedback
• 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

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

#LI-Remote
Our perks & benefits
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 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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .