Happiness Engineer – Customer Support & Success

About the Role

At Automattic, our Happiness Engineers are the creators and protectors of the customer experience. We take this seriously – every Automattic employee, regardless of role, spends their first two weeks in support and does a one-week rotation annually.

Happiness Engineers introduce our customers to the possibilities of the open web. We teach, instruct, and solve technical problems so that our customers can achieve their publishing and commerce goals. We also advocate for our customers internally, to help build better tools and products to serve their ever-changing needs.

What You'll Do

• Spend around six self-scheduled hours per day helping customers via email and live chat
• Work with constant peer support through Slack in a fully remote environment
• Work 1-2 weekend days per month (with equivalent flex days off during the week)
• Identify problems before they arise and find efficiency improvements
• Pilot new services like onboarding calls
• Mentor peers and help make everyone around you better

What We're Looking For

• WordPress and/or WooCommerce experience – Hands-on experience beyond just building a couple of personal sites
• Customer support experience – You've worked in technical support, customer experience, or customer success, ideally with high-volume end users
• Initiative and impact – You've gone beyond daily tasks to improve things at your company, with measurable results
• Exceptional communication – You build trust with developers, agencies, enterprise clients, and non-technical users alike. Fluent English is required
• Self-starter mentality – You're independent, you never miss deadlines, and you thrive in a high-autonomy environment

Compensation

Salary range: $40,000-$68,000 USD. This is a fully remote position with an open vacation policy.

About Automattic

Automattic is a fully distributed company behind WordPress.com, WooCommerce, Tumblr, Jetpack, Simplenote, Day One, PocketCasts, Beeper, and more. With 1,400+ employees across 92 countries speaking over 116 languages, their mission is to democratize publishing, commerce, and messaging.