Happiness Engineer – Customer Support & Success at Automattic · Remote

Summary: Automattic is a company that focuses on enhancing customer experience through its Happiness Engineers. In this role, Happiness Engineers will assist customers via email and live chat, while also identifying and addressing potential issues to improve overall customer satisfaction. Responsibilities: - Helping customers via email and live chat - Identifying problems before they arise - Finding efficiency improvements - Piloting new services like onboarding calls - Mentoring peers and making everyone around them better Required Qualifications: - WordPress and/or WooCommerce experience - While you don't need to have a background in professional WordPress support, you do need hands-on experience beyond just building a couple of personal sites. Be specific about your background in your application - Customer support experience - You've worked in technical support, customer experience, or customer success, ideally with high-volume end users, and loved it - Initiative and impact - You've gone beyond daily tasks to improve things at your company, with measurable results. Boosted retention? Created efficient solutions? Delivered strategic insights? Tell us - 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 - You're independent, you never miss deadlines, and you thrive in a high-autonomy environment. You learn on the job and manage your workload without heavy oversight - Unique expertise - 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. We value diverse experiences! - AI fluency - You actively use AI tools to do better work, not just as a search engine. You've moved beyond prompting into building workflows, automations, or tools that create real value — for yourself or others. Whether you've shipped a Claude Code project, designed team-level processes around AI, or done something in between, you understand that AI is changing how we work Required Skills: WordPress, WooCommerce, Customer support, Technical support, Customer success, English language, Self-starter mentality Benefits: Open vacation policy