Happiness Engineer – Customer Support & Success

At Automattic, Happiness Engineers are the creators and protectors of the customer experience, so much so that every employee, regardless of role, spends their first two weeks in support and does a one-week rotation annually. As a Happiness Engineer, you will introduce customers to the possibilities of the open web: teaching, instructing, and solving technical problems so customers can achieve their publishing and commerce goals, and advocating for them internally to build better tools and products. You will spend around six self-scheduled hours per day helping customers via email and live chat, with constant peer support through Slack and typically 1-2 weekend days per month (with equivalent flex days off during the week).

Responsibilities

• Help customers via email and live chat, having meaningful, substantive conversations every day.
• Teach, instruct, and solve technical problems so customers achieve their publishing and commerce goals.
• Advocate for customers internally to help build better tools and products for their ever-changing needs.
• Elevate the entire customer experience by identifying problems before they arise, finding efficiency improvements, and piloting new services like onboarding calls.
• Mentor peers and jump at new initiatives as customer service needs and norms evolve.

Qualifications

• WordPress and/or WooCommerce experience: hands-on experience beyond just building a couple of personal sites.
• Customer support experience in technical support, customer experience, or customer success, ideally with high-volume end users.
• Initiative and impact: you have gone beyond daily tasks to improve things at your company, with measurable results.
• Exceptional communication: you build trust with developers, agencies, enterprise clients, and non-technical users alike. Fluent English is required, multilingual is a bonus.
• Self-starter mentality: independent, deadline-reliable, and thriving in a high-autonomy environment.
• AI fluency: you actively use AI tools to do better work, moving beyond prompting into building workflows, automations, or tools that create real value.