Atlassian will eliminate 150 customer service roles as part of a restructuring, impacting staff across various countries. This decision was communicated to employees through a video from CEO Mike Cannon-Brookes, but specifics of which roles were cut were only revealed later via email. Laid-off employees will receive six months' pay. Although some speculate AI may be replacing these roles, the company insists that job cuts result from reduced support needs due to improved customer experience tools. Co-founder Scott Farquhar emphasizes shifting away from outdated job models.
"We have made this decision after implementing improvements to the customer experience across our platform and tools, resulting in a significant reduction in support needs."
"While we're proud of this momentum, it leaves us with more capacity than needed to deliver strong customer support."
"These roles are not being replaced by AI."
Scott Farquhar reportedly said it was time to move on from 'jobs from the past' during a talk on the same day as the announcement.
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