Atlassian is cutting 150 customer service jobs across its global workforce of 12,000, including positions in Canada, Australia, Germany, India, the UK, and the US. The company emphasized that the layoffs are not directly due to AI, but rather a result of “improvements to the customer experience” that have reduced support needs. Affected employees will receive at least six months of pay.

The announcement sparked controversy because CEO Mike Cannon-Brookes delivered it via a prerecorded video during a Zoom meeting, revealing details only after emails were sent to staff. While Atlassian denies that AI is replacing these roles, some customer interactions will now be handled through AI-driven self-service tools. Co-founder Scott Farquhar has also publicly encouraged widespread AI adoption, framing the move as part of modernizing business practices.

The layoffs reflect a broader trend in the tech sector, where companies are cutting traditional customer service jobs to invest in AI tools and efficiency improvements. For the Canadian job market, this signals growing pressure on tech and customer service roles, emphasizing the importance of reskilling as AI becomes more integrated into workplace operations.

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Nicole Kobie’ s original article, “Atlassian denies AI is behind customer service job cuts” was published in ITPro News on August 1, 2025. Read the Full ITpro News story.