Happiness Engineer, Customer Support & Success at Automattic

About Automattic

At Automattic, our Happiness Engineers are the architects and guardians of the customer experience. This role is taken seriously – every Automattic employee, regardless of their position, dedicates their first two weeks to support and completes an annual one-week rotation. Happiness Engineers introduce our customers to the vast possibilities of the open web. We educate, guide, and resolve technical issues, enabling our customers to achieve their publishing and commerce goals. We also champion our customers internally, contributing to the development of better tools and products that cater to their evolving needs.

You can read more about Automattic’s company values here.

About the Job: Happiness Engineer

As a Happiness Engineer ('HE'), you will dedicate approximately six self-scheduled hours per day to assisting customers via email and live chat, with continuous peer support through Slack. We operate as a fully remote company but maintain strong communication – expect constant interaction with both customers and teammates. HEs typically work 1-2 weekend days per month, with equivalent flexible days off during the week. This description reflects the current state of the work, but customer service needs and norms are always evolving, and our daily tasks evolve with them, so your week may look quite different six months from now.

Beyond direct customer support, you will contribute to elevating our overall customer experience by proactively identifying potential problems, discovering efficiency improvements, and piloting new services, such as onboarding calls. We are looking for individuals who thrive on change and eagerly embrace new initiatives, alongside those who excel at mentoring peers and enhancing the performance of everyone around them. Our ideal candidate has built a career in customer service and is genuinely motivated by engaging in meaningful, substantive conversations with customers every single day. We seek ambitious, motivated individuals who are committed to creating a world-class experience each time our customers use our products.

Career Growth as a Happiness Engineer

We view support as a long-term career path, not merely a stepping stone. Some of our most valued Happiness Engineers have been with us for a decade or more. We also strongly believe in the growth and development of our employees, and we prioritize internal promotions for leadership positions, including senior leadership roles. In addition to leadership, Happiness work encompasses a broad range of functions, with new teams and roles regularly being introduced. In this role, you will have numerous opportunities to build new skill sets and collaborate on new initiatives with product, marketing, talent, data, and other teams. Our Happiness Engineers have successfully transitioned into various roles, both within Happiness and across all departments at Automattic.

What We're Looking For

• WordPress and/or WooCommerce experience: While professional WordPress support experience is not strictly required, you must have hands-on experience beyond just building a couple of personal sites. Please be specific about your background in your application.
• Customer support experience: You have worked in technical support, customer experience, or customer success, ideally with high-volume end-users, and genuinely enjoyed it.
• Initiative and impact: You have consistently gone beyond daily tasks to improve processes and outcomes at your previous companies, demonstrating measurable results. Have you boosted retention? Created efficient solutions? Delivered strategic insights? We want to hear about it.
• Exceptional communication: You are adept at building trust and rapport with developers, agencies, enterprise clients, and non-technical users alike. Fluent English is required; multilingual abilities are a significant bonus.
• Self-starter mentality: You are independent, consistently meet deadlines, and thrive in a high-autonomy environment. You are proactive in learning on the job and manage your workload effectively without extensive oversight.
• Unique expertise: Whether you are a deeply technical troubleshooter, an eCommerce expert, an experienced leader, or an operational genius, tell us how your unique background makes you perfectly suited for this role. We highly value diverse experiences!
• AI fluency: You actively utilize AI tools to enhance your work, moving beyond simple search functions. You have progressed from basic prompting to building workflows, automations, or tools that generate real value, either for yourself or others. Whether you have shipped a Claude Code project, designed team-level processes around AI, or something in between, you understand the transformative impact of AI on how we work.

Salary & Benefits

• 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 seeking high-caliber candidates with the skills and qualities to provide a net positive impact for Automattic. Pay will reflect your potential contribution and the impact you can bring, which may, in some cases, exceed the stated range. We are pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components.
• Unlimited PTO: This is not 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.
• Learn more about our hiring process: How We Hire and What We Expect from Ourselves.

About Automattic

Now in our 20th year, we are 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 are 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 are 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, an Equal Opportunity employer, and Disability Confident Committed. (Here’s what that might mean for you.) 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. Learn more about our Employee Resource Groups. You can track your application status and more at MyGreenhouse. To learn about how we handle your data, please review our Privacy Policy. 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. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. Automattic participates in the E-Verify program in certain locations, as required by law.