Happiness Engineer Customer Support & Success

About the Role

As a Happiness Engineer ("HE"), you will dedicate approximately six self-scheduled hours daily to assist customers through email and live chat. You'll benefit from constant peer support via Slack, fostering a highly communicative yet fully remote environment. Expect continuous interaction with both customers and teammates. Happiness Engineers typically work 1-2 weekend days per month, with equivalent flex days off during the week. This role is dynamic, evolving with customer service needs, so your responsibilities may shift over time.

Beyond Daily Support

Beyond providing direct customer support, you will play a crucial role in enhancing the overall customer experience at Automattic. This involves proactively identifying potential problems, pinpointing opportunities for efficiency improvements, and piloting innovative new services like onboarding calls. We are seeking individuals who embrace change, eagerly participate in new initiatives, and are passionate about mentoring peers to elevate the entire team.

Our Ideal Happiness Engineer

The ideal candidate has built a career in customer service and finds genuine motivation in engaging in meaningful, substantive conversations with customers every single day. We seek ambitious, motivated individuals committed to delivering a world-class experience with every customer interaction across our product portfolio.

Career Growth as a Happiness Engineer

At Automattic, customer support is considered a long-term career path, not merely a stepping stone. Many of our most valuable Happiness Engineers have contributed for a decade or more. We are deeply committed to employee growth and development, promoting internally for leadership positions, including senior leadership. Happiness work encompasses a broad range of functions, with new teams and roles regularly introduced. This role offers abundant opportunities to develop new skillsets and collaborate on initiatives with product, marketing, talent, and data teams. Our Happiness Engineers have successfully transitioned into various capacities both within the Happiness division and across Automattic as a whole.

What We’re Looking For

• WordPress and/or WooCommerce experience: While professional WordPress support isn't a prerequisite, substantial hands-on experience beyond a few personal sites is essential. Detail your background thoroughly in your application.
• Customer support experience: You have a proven background in technical support, customer experience, or customer success, ideally working with high-volume end-users, and genuinely enjoyed it.
• Initiative and impact: You consistently go beyond routine tasks to implement improvements within your company, achieving measurable results. Highlight instances where you boosted retention, created efficient solutions, or delivered strategic insights.
• Exceptional communication: You possess the ability to build trust and communicate effectively with diverse audiences, including developers, agencies, enterprise clients, and non-technical users. Fluent English is mandatory, and multilingual abilities are a significant advantage.
• Self-starter mentality: You are highly independent, consistently meet deadlines, and thrive in autonomous work environments. You are proactive in learning on the job and effectively manage your workload without extensive oversight.
• Unique expertise: Whether your strengths lie in deep technical troubleshooting, eCommerce mastery, experienced leadership, or operational genius, articulate how your distinct background makes you the perfect fit for this role. We highly value diverse experiences!

About Automattic

Now in our 20th year, Automattic is the innovative company behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, and PocketCasts, among other impactful products. Our core belief is in fostering a better web for everyone.

We operate as a fully distributed company, with over 1500 Automatticians spanning nearly every corner of the globe and speaking more than a hundred languages. This rich diversity fuels our singular mission: to democratize publishing, commerce, and messaging. Our aim is to empower anyone with a story to tell it, anyone with a product to sell it, and everyone to manage their communications from a single, cohesive source. Essentially, we strive to maintain societal balance by creating and continually refining powerful tools that enable fair competition, regardless of income, gender, politics, language, or geographical location.

Automattic is a staunch advocate for Open Source principles, with the vast majority of our work released under the GPL license. We are recognized as a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. Should you require disability-related accommodations during the application or interview process, please complete the provided form to ensure an accessible hiring experience. Learn more about our Employee Resource Groups.

Key skills/competency

• Customer Service
• Technical Support
• WordPress
• WooCommerce
• Live Chat Support
• Email Support
• Problem Solving
• Client Communication
• Proactive Support
• Process Improvement