Happiness Engineer

About the Happiness Engineer Role at Automattic

As a Happiness Engineer (HE) at Automattic, you will dedicate approximately six self-scheduled hours daily to assist customers via email and live chat, supported by continuous peer interaction through Slack. This is a fully remote role, emphasizing strong communication with both customers and teammates. HEs typically work 1-2 weekend days per month, with equivalent flex days off during the week. While the core work is customer service, the role evolves with customer needs, offering dynamic responsibilities.

Beyond Daily Support

Your impact will extend beyond direct support, focusing on enhancing the overall customer experience. This includes proactively identifying potential issues, optimizing efficiency, and piloting new services such as onboarding calls. We seek individuals who embrace change, initiate new projects, and enjoy mentoring peers to foster collective improvement.

Who We're Looking For

Automattic values individuals who have built a career in customer service and are driven by meaningful customer interactions. We are looking for ambitious, motivated professionals committed to delivering a world-class experience with every customer interaction.

Career Growth as a Happiness Engineer

We see Happiness Engineering as a long-term career path. Many of our most valued HEs have been with us for a decade or more. Automattic is dedicated to employee growth, offering internal promotions into leadership roles, including senior leadership. Happiness work is diverse, with new teams and roles regularly introduced. This position offers numerous opportunities to develop new skills and collaborate on initiatives with product, marketing, talent, and data teams. Our Happiness Engineers often transition into various roles across Automattic.

What We Expect

• WordPress and/or WooCommerce experience: Hands-on experience beyond personal sites is essential.
• Customer support experience: Proven background in technical support, customer experience, or customer success, ideally with high-volume end users.
• Initiative and impact: A history of improving processes and achieving measurable results (e.g., boosted retention, efficient solutions, strategic insights).
• Exceptional communication: Ability to build trust with diverse audiences, including developers, agencies, enterprise clients, and non-technical users. Fluent English is required; multilingual skills are a bonus.
• Self-starter mentality: Independent, deadline-driven, thrives in autonomy, learns on the job, and manages workload effectively without constant oversight.
• Unique expertise: Highlight your specific skills, whether as a technical troubleshooter, eCommerce expert, experienced leader, or operational genius. We value diverse backgrounds.

About Automattic

Now in our 20th year, Automattic is the company behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. Our mission is to democratize publishing, commerce, and messaging, making the web a better place for everyone. We are a distributed company with over 1500 Automatticians globally, united by a commitment to Open Source principles. Automattic is an Equal Opportunity employer and Disability Confident Committed.

Key skills/competency

• Customer Support
• WordPress
• WooCommerce
• Technical Troubleshooting
• Communication Skills
• Problem Solving
• Customer Success
• User Experience
• Self-Management
• Mentorship