Happiness Engineer – Customer Support & Success at Automattic

Worldwide

$40k - $68k

<p>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.<br/><br/>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. </p> <p>You can read more about Automattic’s company values <a href="https://automattic.com/creed/">here</a>. </p> <p><strong>About the Job</strong></p> <p>As a Happiness Engineer (“HE”), you'll spend around six self-scheduled hours per day helping customers via email and live chat, with constant peer support through Slack. We're fully remote but 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). This is a snapshot of what the work looks like today, but customer service needs and norms are constantly evolving, and our daily work evolves with it, so your week might look quite different six months from now.  </p> <p>Beyond customer support, you'll help elevate our entire customer experience by identifying problems before they arise, finding efficiency improvements, and piloting new services like onboarding calls. We want people who thrive on change and jump at new initiatives, plus those who love mentoring peers and making everyone around them better.</p> <p>Our ideal hire has built a career in customer service and is genuinely motivated by having meaningful, substantive conversations with customers every single day. We’re looking for ambitious, motivated people who want to create a world-class experience every time our customers use our products.</p> <p><strong>Career Growth as a Happiness Engineer</strong></p> <p>We view support as a long-term career, not a stepping stone. Some of our most valued HEs have been here for a decade or more. We also strongly believe in growing and challenging our employees, and we promote internally for leadership (including senior leadership). In addition to leadership, Happiness work spans a broad range of functions, and new teams and roles are being introduced on a regular basis. In this role, you’ll have many opportunities to build new skillsets and to work on new initiatives with product, marketing, talent, data, and more. Our Happiness Engineers have transitioned to roles in every possible capacity, both within Happiness and all across Automattic.<br/><br/><strong>What We’re Looking For</strong></p> <ul> <li><strong>WordPress and/or WooCommerce experience</strong> - While you don’t need to have a background in professional WordPress support, you do need hands-on experience beyond just building a couple of personal sites. Be specific about your background in your application.</li> <li><strong>Customer support experience</strong> - You've worked in technical support, customer experience, or customer success, ideally with high-volume end users, and loved it.</li> <li><strong>Initiative and impact</strong> - You've gone beyond daily tasks to improve things at your company, with measurable results. Boosted retention? Created efficient solutions? Delivered strategic insights? Tell us.</li> <li><strong>Exceptional communication</strong> - You build trust with developers, agencies, enterprise clients, and non-technical users alike. <strong>Fluent English is required</strong> (multilingual is a bonus).</li> <li><strong>Self-starter mentality</strong> - You're independent, you never miss deadlines, and you thrive in a high-autonomy environment. You learn on the job and manage your workload without heavy oversight.</li> <li><strong>Unique expertise</strong> - Whether you're a deeply technical troubleshooter, eCommerce expert, experienced leader, or operational genius, tell us how your background makes you perfect for this role. We value diverse experiences!</li> </ul> <p><strong>Salary range: $40,000-$68,000 USD - </strong><em>Please note that salary ranges are global, regardless of location, and we pay in local currency. </em>We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. </p> <p>We’re pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components. This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our<a href="https://automattic.com/benefits/"> Benefits Page</a>. And check out these links to learn more about<a href="https://automattic.com/how-we-hire/"> How We Hire</a> and<a href="https://automattic.com/expectations/"> What We Expect from Ourselves</a>. <span>#LI-DNI</span></p><p><strong>About Automattic</strong> </p> <p>Now in <a href="https://timeline.automattic.com/">our 20th year</a>, we’re the people behind <a href="http://wordpress.com/">WordPress.com</a>, <a href="https://href.li/?http://woocommerce.com/">WooCommerce</a>, <a href="https://href.li/?https://www.tumblr.com/">Tumblr</a>, <a href="https://href.li/?http://simplenote.com/">Simplenote</a>, <a href="https://href.li/?http://jetpack.com/">Jetpack</a>, <a href="https://href.li/?http://longreads.com/">Longreads</a>, <a href="https://href.li/?https://dayoneapp.com/">Day One</a>, <a href="https://href.li/?https://www.pocketcasts.com/">PocketCasts</a>, <a href="https://www.beeper.com/">Beeper</a>, and more. We believe in making the web a better place.</p> <p>We’re a distributed company with more than 1400 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.</p> <p><a href="https://github.com/Automattic">We believe in Open Source</a>, and the vast majority of our work is available under the <a href="https://en.wikipedia.org/wiki/GNU_General_Public_License">GPL</a>. Automattic is a <a href="https://mostlovedworkplace.com/companies/automattic-inc/">Most Loved Company</a> and <a href="https://disabilityconfident.campaign.gov.uk/">Disability Confident Committed</a>. (<a href="https://happinessengineer.blog/2022/09/08/happiness-for-everyone-working-with-a-disability-at-automattic/">Here’s what that might mean for you</a>.) Learn more about our dedication to <a href="https://href.li/?https://automattic.com/diversity-and-inclusion/">diversity, equity, and inclusion</a> and our <a href="https://automattic.com/automattician-resource-groups/">Employee Resource Groups</a>.</p> <p>If you need disability-related accommodations during the application or interview process, please <a href="https://automattic.com/disability-related-accommodation-request/" target="_blank">fill out this form</a>. We are committed to ensuring an accessible hiring process for all candidates. </p> <p>To learn about how we handle your data, please review our <a href="https://automattic.com/privacy/" target="_blank">Privacy Policy</a>.</p> <p>You can track your application status and more at <a href="https://my.greenhouse.io/users/sign_in" target="_blank">MyGreenhouse</a>. </p> <p><em>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.</em></p>