Customer Advocate Team Lead

2 weeks ago

Manila, National Capital Region, Philippines Atlassian Full time

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.

This is a remote position. To help our teams work together effectively, this role requires you to be located in the Philippines.

Job Description

We are looking for a Team Lead who can build, develop, and empower a 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.

In this role, you'll get to:

Be responsible for attaining the OKRs' (Objectives and Key Results) for the M&A Customer Advocacy team that rolls up globally

Use your strong background in B2B or B2C customer service, to identify opportunities, develop and implement scalable projects plans, related to process improvement, operational efficiency, automation and quality assurance

Influence and leverage technology to increase customer self-service and devise projects to align with current OKRs' policies and processes.

Manage a team of Customer Advocates with their day to day operations

Provide effective and creative coaching and career development plans for the team

Display an infectious energy for the customer experience, lead with empathy and showcase positive attitude towards our internal and external stakeholders

Work collaboratively with a geographically dispersed team and foster strong relationships with local and global counterparts

Expertly voice your opinion to make things better and take action

Be flexible enough to adapt to change and navigate through ambiguity, in a fast-paced environment

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

Managed a team

Proven track record of leading end-to-end projects, related to improving operational efficiencies, automation and quality assurance

Demonstrated talent at inspiring change from customer feedback

Heart for and passion to provide outstanding customer service through various platforms, and collaborate with teams across multiple geographies

Expertise in communicating effectively and creatively with diverse stakeholders across multiple geographies

It's great, but not required if you have:

You have used Atlassian products

You have experience in Lean Six Sigma and Change Management

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.

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 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.

Don't see an exact role match? No problem Join our Talent Community and stay up-to-date on company and careers updates relevant to your career.

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