Happiness Engineer, Customer Support & Success

About the Role: Happiness Engineer, Customer Support & Success

As a Happiness Engineer ('HE') at Automattic, you will dedicate approximately six self-scheduled hours per day to assisting customers through email and live chat. This role benefits from constant peer support via Slack within our fully remote, highly interactive environment. Expect continuous engagement with both customers and teammates. HEs typically work 1-2 weekend days per month, with equivalent flex days off during the week. While this outlines the current work structure, customer service needs and norms are always evolving, meaning your daily tasks may look different in six months.

Beyond direct customer support, you will play a crucial role in enhancing our overall customer experience. This includes proactively identifying problems, finding efficiency improvements, and piloting new services such as onboarding calls. We seek individuals who thrive on change, eagerly embrace new initiatives, and enjoy mentoring peers to elevate the entire team.

Our ideal candidate has built a career in customer service and is genuinely motivated by engaging in meaningful, substantive conversations with customers daily. We are looking for ambitious, driven individuals committed to creating a world-class experience every time customers use our products.

Career Growth as a Happiness Engineer

At Automattic, we view support as a long-term career path, not merely a stepping stone. Many of our most valued Happiness Engineers have been with us for a decade or more. We are deeply committed to employee growth and challenging our team members, with a strong emphasis on internal promotion for leadership positions, including senior leadership. Happiness work extends across various functions, with new teams and roles regularly introduced. In this role, you will have abundant opportunities to develop new skill sets and contribute to initiatives with product, marketing, talent, and data teams, among others. Our Happiness Engineers have successfully transitioned into a wide array of roles, both within the Happiness division and across Automattic as a whole.

What We’re Looking For

• WordPress and/or WooCommerce experience: You need hands-on experience beyond just building a couple of personal sites. Be specific about your background in your application.
• Customer support experience: You’ve worked in technical support, customer experience, or customer success, ideally with high-volume end users, and loved it.
• Initiative and impact: You’ve gone beyond daily tasks to improve things at your company, with measurable results. Tell us if you’ve boosted retention, created efficient solutions, or delivered strategic insights.
• Exceptional communication: You build trust with developers, agencies, enterprise clients, and non-technical users alike. Fluent English is required (multilingual is a bonus).
• Self-starter mentality: You’re independent, you never miss deadlines, and you thrive in a high-autonomy environment. You learn on the job and manage your workload without heavy oversight.
• Unique expertise: Whether you’re a deeply technical troubleshooter, eCommerce expert, experienced leader, or operational genius, tell us how your background makes you perfect for this role. We value diverse experiences!

Salary range: $40,000-$68,000 USD – Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.

We offer a straightforward, competitive base salary, providing financial clarity without complex variable components. This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.

About Automattic

Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place.

We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.

We believe in Open Source, and the vast majority of our work is available under the GPL. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups.

Key skills/competency

• Customer Support
• WordPress
• WooCommerce
• Technical Troubleshooting
• Customer Experience (CX)
• Live Chat Support
• Email Support
• Problem Solving
• Communication Skills
• Self-Management