Australia · Customer service · 30 July 2025
Atlassian
150 support roles cut; AI self-service in contact form.
- Status
- Holding
- Roles
- 150
- The door
- Answering customer support contacts
- Last checked
- 21 October 2026
- Next review
- 21 October 2027
Reported
What the sources say. Each statement ends with a note that carries its quote.
The role
Atlassian cut 150 customer service jobs.1 The cuts were focused on the customer service and support team.2 The company had a total of 12,000 roles globally.2 The changes affected 150 teammates across the US, Australia, India, Germany, Canada and the UK.3
The change
On 30 July, Atlassian CEO and co-founder Mike Cannon-Brookes told staff by pre-recorded video that jobs were being terminated.4 Staff would need to wait 15 minutes for an email determining their future at the company.4
The company said the decision came after improvements to the customer experience across its platform and tools, which led to a significant reduction in support needs.5 It said customers can self-serve through AI embedded in its contact form, but that it is primarily because customers need less help with the product.6 It said the roles are not being replaced by AI.7 A spokesperson said improvements included reducing the time spent on support tickets by routing work more efficiently to the right experts.8 A spokesperson said some human agents would remain.9
Reports suggested the roles were being replaced by AI.10 The company denied that jobs were being outright replaced by AI.11
The CEO left a recorded message telling employees customer service issues would be largely addressed with AI.12
What happened next
Atlassian laid off a further 200 European customer service and support workers in addition to the 150 cut in July.13
Open questions
- What share of support contacts still reaches a person, and which cases does the AI hand over?
- Have customers reported longer waits, more escalations or lower satisfaction since the cuts?
- Has Atlassian reported AI resolution rates for support in later quarters, and do they hold?
- Did any later restructuring change the number of customer support staff?
Footnotes
-
“Atlassian is slashing 150 customer service jobs — and it’s actively denying the cuts have anything to do with AI.” ↩
-
“The Australian software company will slash 150 roles out of its total 12,000 globally, telling local reporters the cuts were focused on the customer service and support team.” ↩ ↩2
-
“[The] changes impact 150 teammates across the US, Australia, India, Germany, Canada, and the UK.” ↩
-
“On 30 July, Atlassian CEO and co-founder Mike Cannon-Brookes notified staff through a pre-recorded video that jobs were being terminated and that staff would need to wait 15 minutes to receive an email determining their future at the company.” ↩ ↩2
-
“‘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,’ the company said.” ↩
-
“‘While we’re proud of this momentum, it leaves us with more capacity than needed to deliver strong customer support,’ the company said in the statement, adding that customers will be able to ‘self-service through the embedding of AI in our contact form, but it’s primarily because our customers need less help with the product.‘” ↩
-
“‘These roles are not being replaced by AI,’ the statement added.” ↩
-
“‘These improvements include reducing the time spent on support tickets with more efficient ways to route work to the right experts who can resolve issues more quickly, better identification and resolution of error codes, and more,’ the spokesperson said.” ↩
-
“But the Atlassian spokesperson said some human agents would remain.” ↩
-
“Reports suggested that the roles were being replaced by AI.” ↩
-
“However, the company has denied jobs are being outright replaced by AI.” ↩
-
“Atlassian made headlines earlier this summer when its CEO left a recorded message for employees telling them customer service issues would be largely addressed with AI, The Australian reported at the time.” ↩
-
“Atlassian has laid off 200 European customer service and support workers in addition to the 150 cut in July who were told that they would largely be replaced with AI.” ↩
The doorman reading
Analysis. This is the site’s reading of what the sources describe, not something they say.
No source has reported hidden work going missing yet, such as complaints, waits, overtime, rehiring or a reversal. The ledger looks for it at each review.
What they said
What the organisation said the change would do, in its own words.
“"Atlassian has confirmed that these roles are being made redundant due to the impact of artificial intelligence," he said.”
“You can't just replace frontline jobs with a voice bot and expect the same service for customers," FSU national secretary Julia Angrisano said.”
““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,” the company said.”
“"While we’re proud of this momentum, it leaves us with more capacity than needed to deliver strong customer support," the company said in the statement, adding that customers will be able to “self-service through the embedding of AI in our contact form, but it’s primarily because our customers need less help with the product."”
“"These roles are not being replaced by AI,” the statement added.”
““These improvements include reducing the time spent on support tickets with more efficient ways to route work to the right experts who can resolve issues more quickly, better identification and resolution of error codes, and more,” the spokesperson said.”
“But the Atlassian spokesperson said some human agents would remain.”
Timeline
Every update, oldest first.
30 July 2025
Too early to tell
150 teammates affected in the US, Australia, India, Germany, Canada and the UK.Source S1
10 September 2025
Holding
A spokesperson says customer experience improvements reduced support needs.Source S4
“The company came to the decision after its customer experience improvements to platform and tools reduced support needs, a spokesperson told CX Dive.”
Changelog
Corrections, and when the case was last looked at.
No corrections so far.
Last checked 21 October 2026. No new reports since 10 September 2025.
Sources
Each source has an archived copy, so a statement can be checked after a page changes.
HR Leader
Atlassian says Australian employees axed in mass redundancies, denies AI is replacing jobs
1 August 2025 · Report · Archived copy
Yahoo Finance Australia
Atlassian billionaire spruiks AI as CEO fires 150 workers over video in scary digital revolution
30 July 2025 · Report · Archived copy
Customer Experience Dive
Atlassian lays off another 200 customer service, support staff
10 September 2025 · Report · Archived copy