Direct Customer Advocate

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.
Your future team
One part brand and one part problem-solving champion, Customer Advocates are passionate about helping customers. Customer Advocates are here to assist and support Atlassian customers by providing an incredible customer experience. Our team of CAs is equipped with the necessary skills with inquiries related to billing, payments, account and subscription management, account access, and simple to complex product plans and pricing questions. We aim to ensure that we can resolve our customers' sales-related issues quickly and effectively.
If you have experience empathizing with customers, finding solutions to their problems, getting to the bottom of issues, and working collaboratively with others (Play(ing), as a Team), then the Customer Advocate team is the perfect fit for you!
You'll get to:

• Provide customer service for billing, troubleshooting, and account management by email, chat, or phone.
• Serve exceptional customer service to ensure high satisfaction.
• Improve support experience for other advocates and customers by using feedback to enhance internal processes, and automation.
• Work with remote teams and other departments for a smooth customer experience.
• Embody our value of "Don't #@!% the customer".
• Acquire knowledge of new systems, products, and processes.
• Use Atlassian products to gain valuable skills that can be used across the company.
• It is important to note that there is a minimum 1.5 years in role required before exploring other opportunities at Atlassian.

On your first day, you will need to come prepared and meet the following:

• Our team has a wealth of experience in delivering top-notch customer service across multiple communication channels by email, phone, or chat - we have our customers covered.
• We excel in customer service. We are accomplished in positive language to communicate technical issues in non-technical terms to ensure every interaction is constructive.
• We understand things can get hectic, that's why our team is equipped with the skills necessary to adapt to changes in schedules and demands.
• We can juggle tasks while still meticulous to detail and providing high-quality service.
• At our core, we believe that maintaining positivity is crucial for excellent customer service. We prioritize urgency and ensure careful execution in all support responsibilities.
• We provide product and service information, answer questions, and resolve issues.
• We are proud of our ability to switch between functions efficiently, which gives us the flexibility necessary for success.

It would be great, but not required if you have:

• Familiarity with Atlassian products
• Salesforce experience
• Previous support experience providing billing and account management support
• You can help deliver projects, from concept to execution
• You have demonstrated talent at inspiring change from customer feedback

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: $38.99 - $51.97
Zone B: $35.10 - $46.78
Zone C: $32.36 - $43.13
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 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 go.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.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .