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Customer Support and Success Role Overview
<p>Our software and services are built to offer a smooth, reliable experience, but when something goes wrong, our customers count on us for support. Happiness Engineers are the frontline team members who ensure users receive outstanding service. Their work is essential, as they interact with customers more than anyone else at Automattic and shape the experience people have when they need us most.</p> <p>Whether your background is in technical support, customer success, or engineering, if you’re passionate about delivering an exceptional customer experience, we’d love to hear from you.</p> <p>Want to learn more about how our team operates? Take a look at what Happiness Engineers have shared about their work at <p>On a typical day, our Happiness Engineers:<br /> • Work within our global team while maintaining a high level of independence and responsibility.<br /> • Support a wide range of customers through email, live chat, voice, and video calls—whether that’s troubleshooting with a developer, guiding an end user, or discussing solutions with a mid-sized agency.<br /> • Look beyond the initial question to help customers get long-term value from our products.<br /> • Reach out to new and existing customers to understand their goals, gather feedback, and ensure their continued success.<br /> • Solve problems, troubleshoot, test, and use our products hands-on.<br /> • Adapt to change and continually learn.<br /> • Proactively suggest ideas that help customers achieve better results.</p> <p>Our Happiness Engineers:<br /> • Bring strong experience in technical support, engineering, and/or customer success. WordPress expertise is a significant advantage.<br /> • Communicate clearly and effectively, building quick rapport with users, developers, and agency clients. Fluency in spoken and written English is required.<br /> • Excel at problem-solving and exercise sound judgment, providing solutions that address immediate issues while enabling customers’ long-term growth.<br /> • Value accountability and follow-through, remain calm and professional in challenging situations, and are open to constructive feedback.<br /> • Have solid knowledge of ecommerce and understand what it takes to run, grow, and support a successful ecommerce business.</p> <p>If you have a background in sales or technical account management, we’d love to hear about it. Please also mention any leadership experience in technical or customer-success roles.</p> <p>If you’re interested in joining the team, use the form below to tell us more about yourself and your interests. Thank you!</p>
