Customer Advocate - Team Lead at Atlassian

| Austin, TX | Remote
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Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it's necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Job description
We are looking for a Team Lead who can build, develop, and empower a team of Customer Advocates. 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.
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 across our global team. You'd effectively and creatively coordinate the day-to-day team operations, including team stand-ups, meetings, resource planning, load balancing, target setting, cross-team overlap, and more.
In this role, you'll get to:
  • Use your strong background in B2B or B2C customer service, including high volume email help desk, chat, and phone support to help your team with day-to-day problem solving, including escalation management, and act as a liaison between the frontline support staff and leadership
  • Manage a team of Customer Advocates to performance and customer satisfaction-based metrics
  • Make decisions about the day-to-day operation of the team, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling
  • Collaborate across the organization to understand and implement best practices globally to improve the partner experience
  • Leverage partner insights to build reports and dashboards to identify trends and help drive business decisions
  • Work closely with the Operations team to implement workflow and process changes required to achieve desired service levels
  • Help develop internal tools, systems, and business processes to enhance team member performance and experience while improving operational efficiency

On your first day, we'll expect you to have:
  • Three to five years in team leadership and people management roles
  • Proven experience with inspiring and motivating teams toward achieving individual and company -wide goals
  • A tendency to operate daily with a sense of urgency, an affinity for problem-solving, and strong analytical capabilities
  • A proven track record of delivering projects, from conception to execution that improves operational efficiency, customer satisfaction and creates a proactive customer environment
  • Ability to assume personal ownership and accountability for results and execution
  • Ability to learn from mistakes and adapt to future situations
  • Demonstrated experience in coaching and developing people
  • Ability and willingness to handle escalations and directly interact with customers over both phone and email
  • Ability to effectively interact and communicate with various levels of management
  • Natural thought leadership and the ability to think independently and structure your work accordingly

It's admired, but not required if you have:
  • Previous experience in the tech industry, particularly at a software company that develops applications that enable teams to perform collaborative work
  • Experience developing and scaling teams from the ground up
  • Experience working across multiple geographic locations on a regular basis with both internal teams as well as cross-functional key stakeholders
  • Experience with Atlassian products and JIRA Query Language and/or Salesforce experience

More about our team
The Customer Advocate team is the first to help when our awesome customer base has questions. We dedicate our time to solving problems and improving relationships. We work hard to analyze interactions and communication to ultimately improve our customers' purchasing experience.
We exist to create value within every customer interaction. Supporting each customer through this lens is why we are all here. Creating value extends far beyond that discrete moment in time when a Customer Advocate is addressing a customer's issue. We are working to make our customer's problems go away for all future experiences. We are providing key insights to product and marketing teams about what customers truly need. We are creating opportunities for other advocate teams to help them achieve their mission. And, we are helping Atlassian to complete the puzzle for how to make and keep customers for life.
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.
More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian
Creating software that empowers everyone from small startups to the who's who of tech is why we're here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned-collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we're looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we're committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team .
Additional Information
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.
If your experience looks a little different from what we've identified and you think you can rock the role, we'd love to learn more about you.
Learn more about Atlassian's culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub .
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

An Insider's view of Atlassian

What's something quirky about your company?

Atlassian creates a culture that sees and understands employees as humans. We take time to celebrate how weird we all are, and it shows in the work we do.

Kesha

Product Marketing Manager

What is your vision for the company?

As the world gets eaten be software, Atlassian plays a foundational role: how do we help knowledge leaders articulate how business operates today? How do we engage 'visioneers' to help reimagine an analog process into something digital? And how do we ensure that we enable developers to be as productive and effective as possible?

Noah Wasmer

Head of Tech Teams

What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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