Customer Advocates Manager (Remote - Austin)

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.

The Customer Advocates Manager is responsible for overseeing the billing and licensing customer support department, ensuring that the team delivers the highest level of customer service possible.

This role involves managing a team of customer advocates and team leads, handling daily operations including team stand-ups, workload distribution, target setting, cross-team coordination, and seeking to improve and standardize different customer advocate processes in collaboration with relevant stakeholders.

Your expertise will enable you to offer in-depth insights into operational customer service models. Your responsibilities will involve recruiting and onboarding top-tier talent to grow your team and uphold a customer-first culture. Additionally, you will handle customer escalations and work regularly with stakeholders from other continents.

Qualifications:

• Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
• Education: Bachelor's degree, preferably in Business Administration, Management, or a related field.
• Skills: Excellent communication and interpersonal skills, strong problem-solving abilities, and proficiency in customer service software and tools.
• Attributes: Strong leadership qualities, ability to work under pressure, and a customer-centric mindset.

Preferred Qualifications:

• Experience in a similar industry or with similar products/services.
• Familiarity with CRM systems and practices.

More about you

• You should have over 3 years of experience in effectively leading and inspiring high-performing customer service teams.
• It's important that you have demonstrated experience in coaching and developing people. Managing an operations team, excellent analytical capabilities are very important.
• Having a proven track record in coaching and cultivating individuals is crucial. As is possessing and demonstrating strong analytical skills.
• Experience in steering projects aimed at enhancing operational efficiency, boosting customer satisfaction, and cultivating a proactive customer-centric environment is also highly valued.
• We're also looking for someone who operates daily with a sense of urgency to get things done.
• A perfect candidate would have experience developing and scaling customer service teams from the ground up.

More about our team

This Customer Advocate team is the first to help when our awesome customer base has questions and they dedicate their time to solving problems and improving relationships. They work hard to analyze interactions and communication to ultimately improve our customers' purchasing experience. One of our recent team building events brought the entire team to Austin where we went out for an awesome time at Top Golf in addition to an amazing dinner.

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: $138,200 - $165,800

Zone B: $124,400 - $149,300

Zone C: $114,700 - $137,600

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 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.