Team Lead, Customer Advocates

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.

Responsibilities

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.

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.

More about you

In this role, you'll get to:

• 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

More about our team

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.

To learn more about working with the Support Team at Atlassian, check out our Support Team page.

Qualifications

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $97,200 - $129,600

Zone B: $87,500 - $116,600

Zone C: $80,700 - $107,600

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

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 lear