Happiness Engineer – Customer Support & Success

Remote

Our software and services aim to provide a seamless experience, but when things don’t go as planned, our customers rely on us for help. Happiness Engineers are the frontline heroes ensuring we deliver the best experience for our users. Their role is crucial because they interact with our customers the most and make the biggest impression in their time of need.

Whether your background is in technical support, customer success, engineer or you’re someone who cares deeply about creating a world-class customer experience, we want to hear from you. Interested in learning more about how our team works? Check out what Happiness Engineers have to say about their work (https://happinessengineer.blog/).

On a typical day as a Happiness Engineer, you will:

• Work as part of our global team with a high degree of independence and accountability.
• Assist a variety of customers by email, live chat, voice, and/or video calls. This might include technical troubleshooting with a developer, an educational walkthrough with an end user, or a consultative sales call with a mid-sized agency. 
• Go beyond the immediate question to help our customers succeed with our products. 
• Reach out to potential and existing customers to learn about their goals, experience with our products, and how we can ensure their continued success.  
• Problem-solve, troubleshoot, dogfood, and test.
• Embrace change and learn new things.  
• Proactively recommend an idea that will help the customer be more successful.

What we’re looking for:

• You have deep experience in technical support, engineering and/or customer success. Proficiency with WordPress is a big plus.  
• You are an expert communicator and can quickly establish rapport with end users, developers, and agency clients alike. You must be able to write and speak fluently in English.
• You’re an exceptional problem-solver and have great judgment. Your solutions not only fix immediate issues but also pave the way for sustained growth for our customers with our products and services.
• You value accountability and are impeccable with follow-through. You stay professional and respectful in intense situations, comfortably de-escalate upset customers, and welcome critical feedback. 
• You’re adaptable, curious, and excited by change. You love to learn new things!  
• You care deeply about the customer experience, and you assume personal responsibility over every aspect of it.  
• You are a strong cross-functional collaborator, excelling at raising issues internally and driving the follow-up to ensure resolutions.
• As a member of a global team providing 24/7 support, you must be available for occasional weekend and holiday coverage.
• Bonus Skill: You have experience with eCommerce or setting up a business.

An ideal candidate:

While the above skills are essential, an ideal candidate would also possess the following:

• Experience as either a deep technical troubleshooter (“Tier 3” or other escalated support team), or a customer success representative or technical account manager for agency-level clientele. 
• Experience creating and supporting WordPress websites, and with customizing WordPress themes and plugins using PHP, CSS, JS, and HTML.
• If you have experience in sales or technical account management, we want to hear about it! Also let us know if you have experience in leadership in a technical or customer success field. 

If you're passionate about WordPress, love solving problems, and thrive in a dynamic environment where growth is the name of the game, we want you on our team!

Salary range: $40,000-$68,000 USD - Please note that salary ranges are global, regardless of location, and we pay in local currency.

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 for the right candidate.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. 

About Automattic 

We are the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, Pocket Casts, and more. We believe in making the web a better place.

We’re a distributed company with more than 1700 Automatticians in 92 countries speaking 110+ different languages. And, even more than growth and profitability (although we’re plenty profitable), above all, we’re driven by a mission: We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.

We believe in Open Source, and the vast majority of our work is available under the GPL.

Diversity, Equity, & Inclusion at Automattic 

We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. 

Automattic is a Most Loved Company and Disability Confident Committed. (Here’s what that might mean for you.) Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.