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Direct Customer Advocate

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Atlassian

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Location:
United States , Austin

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

32.36 - 51.97 USD / Hour
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Job Description:

Customer Advocates assist and support Atlassian customers by providing an incredible customer experience. Responsibilities include handling inquiries related to billing, payments, subscription management, account access, and product pricing questions, emphasizing positive language and urgency in all interactions. Employees can work remotely, onsite, or in a hybrid combination, offering flexibility to balance personal goals and priorities. The role includes opportunities for skill growth within the company while embodying Atlassian values.

Job Responsibility:

  • 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 the 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.

Requirements:

  • Minimum 1.5 years in role required before exploring other opportunities
  • experience delivering top-notch customer service across multiple communication channels by email, phone, or chat
  • ability to communicate technical issues in non-technical terms using positive language
  • skills to adapt to changes in schedules and demands
  • ability to juggle tasks while being meticulous to detail and providing high-quality service
  • maintaining positivity and prioritizing urgency in support responsibilities
  • ability to switch between functions efficiently
  • knowledge of Atlassian products, Salesforce experience, and previous support experience providing billing and account management support (nice to have).

Nice to have:

  • Familiarity with Atlassian products
  • Salesforce experience
  • previous support experience providing billing and account management support
  • ability to deliver projects from concept to execution
  • demonstrated talent at inspiring change from customer feedback.
What we offer:
  • Health and wellbeing resources
  • paid volunteer days
  • access to equity and bonus programs.

Additional Information:

Job Posted:
April 30, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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