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Happiness Engineer – Customer Support & Success

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Automattic is seeking a Happiness Engineer to be a creator and protector of the customer experience. This role involves introducing customers to the possibilities of the open web, teaching, instructing, and solving technical problems to help them achieve their publishing and commerce goals. Happiness Engineers also advocate internally for customers to improve tools and products. As a Happiness Engineer, you will spend approximately six self-scheduled hours per day assisting customers via email and live chat, with continuous peer support through Slack. This is a fully remote position, but communication is frequent. HEs typically work 1-2 weekend days per month, with equivalent flex days off during the week. Beyond direct support, you will identify problems proactively, find efficiency improvements, and pilot new services like onboarding calls. Automattic views support as a long-term career, offering internal promotion and opportunities to build new skillsets across various functions like product, marketing, and data.

Requirements

WordPress and/or WooCommerce experience (beyond personal sites) Customer support experience (technical support, customer experience, or customer success, ideally with high-volume end users) Initiative and impact (demonstrated ability to improve processes or results) Exceptional communication skills (building trust with diverse users, fluent English required, multilingual a bonus) Self-starter mentality (independent, meets deadlines, thrives in high-autonomy environments) Unique expertise (e.g., technical troubleshooter, eCommerce expert, leader, operational genius) AI fluency (actively using AI tools for workflows, automations, or building tools that create value)

Responsibilities

Help customers via email and live chat for approximately six self-scheduled hours per day Provide constant peer support through Slack Work 1-2 weekend days per month (with equivalent flex days off) Identify problems before they arise to elevate the customer experience Find efficiency improvements in customer support processes Pilot new services like onboarding calls Advocate for customers internally to help build better tools and products
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