Happiness Engineer – Customer Support & Success

Airtm; United States; Remote; USD 40,000 - 68,000; Full time

Job summary

Join a forward-thinking company as a Happiness Engineer, where you'll craft exceptional customer experiences across various products. This role demands a blend of technical troubleshooting and customer advocacy, ensuring users find success with our offerings. You will work independently within a global team, helping customers from diverse backgrounds while simplifying complex issues. Embrace a fully remote work environment with an open vacation policy, and contribute to a mission that democratizes publishing and commerce. If you're passionate about customer success and have a knack for communication, this opportunity is perfect for you.

Benefits

Open vacation policy

Remote work flexibility

Diversity and inclusion initiatives

Employee Resource Groups

Qualifications

• Experience in technical support or customer success is crucial.
• Ability to simplify complex concepts for customers.

Responsibilities

• Provide exceptional customer support via email, chat, and calls.
• Identify patterns in customer issues and advocate for solutions.

Skills

Technical Support

Customer Success

Communication Skills

Problem Solving

WordPress Experience

Job description

Automattic’s Happiness team does more than just solve tickets; we craft exceptional customer experiences across Automattic's products. Our Happiness Engineers are equal parts technical troubleshooter, customer advocate, and solution designer. We hire ambitious, motivated people who know how to create a world-class experience every time our customers use our products.

As a Happiness Engineer you will:

• Work as part of our global team. Independence and accountability are key to how our team delivers 24/7 support.
• Help customers succeed. We work with everyone from developers and mid-sized agencies to new bloggers and merchants. We help them via email, live chat, and calls, but also proactive documentation and in-product guidance.
• Identify patterns and create solutions. The goal is not just to answer tickets, it’s to solve issues (before they arise whenever possible).
• Advocate for our customers and the feedback they share. Our product roadmaps and company priorities need to take this into account.
• Create a better system. Our best team members help teach their colleagues and help shape the tools, workflows, and information we rely on each day.

Experience with WordPress is strongly preferred and the right person for this role has:

• Prior experience working with customers. You’ve worked in technical support, customer success, or account management.
• A track record of measurable impact. You know how to boost retention rates, create more efficient solutions, or deliver strategic insights.
• Exceptional communication skills. You’re able to build trust with developers, agencies, enterprise clients, and non-technical users alike.
• The ability to work with teams across a company. You know how to help engineering, marketing, and other teams understand customer feedback and prioritize improvements.
• The ability to simplify complex concepts. You can give customers clear and simple guidance even when the issue is complicated and technical.

We value diverse backgrounds! Are you a deeply technical troubleshooter with Tier 3 support experience or WordPress development chops (PHP, JS)? Are you an eCommerce expert who has run or built businesses online? Are you an operational genius who has made teams more efficient through smart projects and programs? Tell us how your unique experience makes you perfect for this role.

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.

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 Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.

About Automattic

We’re the people behind WordPress.com, WooCommerce, 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 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.

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

If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates.

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.