[Hiring] Happiness Engineer – Customer Support & Success @Automattic Careers

Role Description

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 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.

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).

Beyond customer support, you'll help elevate our entire customer experience by:

• Identifying problems before they arise
• Finding efficiency improvements
• 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.

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.

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.

Qualifications

• WordPress and/or WooCommerce experience
• Customer support experience
• Initiative and impact
• Exceptional communication
• Fluent English is required (multilingual is a bonus)
• Self-starter mentality
• Unique expertise
• AI fluency

Requirements

• You've worked in technical support, customer experience, or customer success, ideally with high-volume end users, and loved it.
• You've gone beyond daily tasks to improve things at your company, with measurable results.
• You build trust with developers, agencies, enterprise clients, and non-technical users alike.
• You're independent, you never miss deadlines, and you thrive in a high-autonomy environment.
• 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.
• You actively use AI tools to do better work, not just as a search engine.

Benefits

• Salary range: $40,000-$68,000 USD
• We 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.

Company Description

Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place.

We’re a distributed company with more than 1500 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.

We believe in Open Source, and the vast majority of our work is available under the GPL. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed.