Happiness Engineer – Customer Support & Success

at Automattic

📍 World

USD 40,000-68,000 per year

MIDDLE

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 3 Claude Code @ 3 Communication @ 8 Leadership @ 3 Marketing Slack WordPress @ 3

Details

At Automattic, Happiness Engineers create and protect the customer experience. They teach customers about the open web, provide technical support, solve problems, and advocate internally for better tools and products.

Responsibilities

Help customers achieve their publishing and commerce goals through email and live chat.
Work approximately six self-scheduled hours per day, with ongoing support and collaboration through Slack.
Work one or two weekend days per month, with equivalent flex days off during the week.
Identify customer problems before they arise and improve the overall customer experience.
Find efficiency improvements and pilot new services, such as onboarding calls.
Mentor peers and contribute to new initiatives in a high-autonomy environment.
Build meaningful, substantive relationships with customers and deliver a world-class customer experience.
Collaborate with developers, agencies, enterprise clients, and non-technical users.

Requirements

Hands-on experience with WordPress and/or WooCommerce beyond building a couple of personal sites.
Experience in technical support, customer experience, or customer success, ideally supporting high-volume end users.
Demonstrated initiative and measurable impact, such as improving retention, creating efficient solutions, or delivering strategic insights.
Exceptional communication skills.
Fluent English; multilingual skills are a bonus.
Independent self-starter who meets deadlines, learns on the job, and manages workloads without heavy oversight.
Relevant expertise in areas such as technical troubleshooting, eCommerce, leadership, or operations.
Active use of AI tools to improve work, including building workflows, automations, or tools that create value. Examples include shipping a Claude Code project or designing team-level AI processes.

Career Growth

Automattic views support as a long-term career. Happiness Engineers can pursue leadership opportunities and move into roles across Happiness and other functions, including product, marketing, talent, and data.

Compensation And Benefits

Salary range: $40,000–$68,000 USD per year.
Salary ranges are global and paid in local currency.
Fully remote company.
Open vacation policy.
Country-specific benefits are available through Automattic's Benefits Page.

About Automattic

Automattic is a distributed company with more than 1,500 employees across nearly every part of the world. Its products include WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, and Pocket Casts. The company supports open source, with the vast majority of its work available under the GPL, and is an Equal Opportunity employer.

Automattic is committed to an accessible hiring process and provides accommodations during the application and interview process.