Happiness Engineer – Customer Support & Success
🕙 30 hours per week
Used Tools & Technologies
Not specified
Required Skills & Competences
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.
Marketing @ 3
Hiring @ 3
Leadership @ 6
Communication @ 5
Mentoring @ 6
Slack @ 3
Customer Support @ 3
WordPress @ 3
- 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.
Details
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 customers to the possibilities of the open web. They teach, instruct, and solve technical problems so customers can achieve their publishing and commerce goals. HEs also advocate for customers internally to help build better tools and products to serve evolving needs.
We’re fully remote and communicate heavily — expect continuous interaction with both customers and teammates. HEs typically work 1–2 weekend days per month (with equivalent flex days off during the week). HEs usually spend around six self-scheduled hours per day helping customers via email and live chat, with constant peer support through Slack.
Salary range: $40,000–$68,000 USD (global ranges; paid in local currency). See company links for more details on benefits and hiring process.
Responsibilities
- Provide technical customer support via email and live chat, helping customers with WordPress.com, WordPress, WooCommerce, and related Automattic products.
- Deliver high-quality, substantive conversations that educate and resolve customer issues.
- Work independently in a high-autonomy, remote environment while collaborating continuously with teammates via Slack and other channels.
- Identify recurring problems, propose efficiency improvements, and pilot new services (for example, onboarding calls).
- Advocate for customers internally to influence product improvements and better customer experiences.
- Mentor peers and contribute to team knowledge sharing and process improvements.
Requirements
- Hands-on experience with WordPress and/or WooCommerce beyond casual personal sites; be specific about your background in your application.
- Professional experience in customer support, technical support, customer experience, or customer success — ideally supporting high-volume end users.
- Exceptional written and verbal communication skills; fluent English is required.
- Experience providing support via email and live chat; comfortable with constant collaboration through Slack.
- Demonstrated initiative and impact: examples of process improvements, retention boosts, efficiency gains, or strategic insights are valued.
- Self-starter mentality: ability to manage workload, meet deadlines, and learn on the job with minimal supervision.
- Unique expertise is a plus (deep technical troubleshooting, eCommerce domain knowledge, leadership/mentoring, operations).
Benefits
- Competitive base salary (range provided above) with clear compensation structure and no complex variable components.
- Fully remote work and distributed company culture; open vacation policy.
- Country-specific benefits — see company Benefits Page for details.
- Long-term career growth within Happiness and cross-functional opportunities (product, marketing, data, talent, etc.).
- Accessibility and accommodation support during the application and interview process.
About Automattic
Automattic is the company behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, Pocket Casts, Beeper, and more. We are a distributed company with 1400+ employees across the world, committed to open source, diversity, equity, and inclusion. Automattic participates in E-Verify in certain locations as required by law.
For more details on benefits, hiring, and company expectations, see Automattic's public pages and links provided in the original posting.