A Brief Introduction

Over the next few posts, we’ll introduce you to a few friends on our support team. They’ll talk about why they’re in support, about their values, and will each ask you in their own way, how can we help you better?

So, what do we mean by values?

Our Values

A while ago, we (the Atlassian Global Support team) started really thinking about our goal, and what kind of character we need to have to succeed in meeting our goal. We were influenced by the book Tribal Leadership, which is available as a free audiobook from Zappo’s. We started by identifying our “noble cause”, our reason for coming to work every day:

Make Our Customers Awesome

We’re impressed with the amazing things our customers are trying to achieve. You’re building new products, saving lives, keeping the world moving. We know that you’d rather be working than dealing with problems with our products. Our job is to help you get back to work.

Once we articulated our goal, we had to identify the values, the key principles that we hold to heart, that keep us focused on achieving our goal:

  • Fix the Damn Thing
    Our goal is to solve problems, and not just treat the symptoms. We want to find the root cause, figure out the solution, and get it fixed for today, and for all time.
  • Take Responsibility
    When we encounter a problem, we make it our own. We also admit our mistakes and work to make things right.
  • Challenge Yourself, Challenge Each Other
    We are a culture of continuous improvement. Each of us is working to communicate better, to understand better, and to build the skills we need. If we see something that isn’t working, we talk about it and try to find a better way.
  • Love What You Do
    We could be doing anything with our lives. We work in support because we love it. We love helping people.

What’s next?

Over the next few posts, we’ll we’re putting you in touch with people who love helping customers, and asking you to give us your feedback on how we can do the work we love even better. We admit that we don’t always get it right, so we’re also asking: How can we help you better?

Help us live our values. Tell us when we do well. Above all, tell us when we don’t do well. If you can think of someone else who does a better job of helping you, let us know .

Get in touch, we’d love to hear from you.

How can we help you better?...