Partner Senior Customer Advocate

Atlassian is a rapidly growing software development company, and the Customer Advocate team is changing its focus to scale with the business. Atlassian Senior Customer Advocates are responsible for improving our customers' purchasing experience through process improvement projects and bringing out the best in our customer advocates; providing ongoing training and mentoring, and providing timely execution on global escalations.
You will be the subject matter expert for complex issues; reducing repetition and taking ownership of projects to drive knowledge growth and improve the skills of customer advocates globally. You will be a role model for delivering legendary service and be capable of owning any customer issues; driving them to resolution. Your ability to anticipate the needs of the customer and communicate effectively and professionally is paramount. Your extensive experience, knowledge, wisdom, and soft skills will set you apart as a leader that customer advocates rely on!
In this role, you will:

• Help recruit, develop, and empower new and existing customer advocates. This includes helping with interviews, coaching, shadowing sessions, and ticket workshop sessions
• Be the first point of contact for Customer Advocates who need support resolving complex or escalated customer inquires over phone, chat, and email, as well as oversee the Feedback for the Founders queue. Approve policy exceptions in a thorough and timely manner
• Advocate for our customers by funneling key customer feedback through the organization and drive internal processes, policies, and automation improvements to improve the purchasing experience
• Work collaboratively with a geographically dispersed team and other departments to ensure a flawless customer experience and identify alignment opportunities for policies and processes
• Help identify trends on the queue and escalate where appropriate (HOT tickets, bug tickets, feature improvement requests, CA Operations team, etc), and support the queue when there are volume spikes
• Supervise the help-ca-lounge and support other teams that require Customer Advocate advice or assistance (support, channel, marketing, technical support, etc).

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

• Been a Customer Advocate for at least one yearpost-training and completed the Senior CA Internship program
• A high level of knowledge on Atlassian purchasing and licensing systems, policies, and procedures
• Excellent written and spoken English language communication skills with the capability to convey technical issues in non-technical terms
• The ability to think outside of the box and continually seek opportunities to increase customer happiness and deepen customer engagement
• Proven track record of optimally handling your time while balancing multiple tasks with varying levels of priority to maintain high levels of efficiency
• Creative problem-solving skills with the ability to make decisions independently and/or while collaborating as a team

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 .