Happiness Engineer – Customer Support & Success

At Automattic, our Happiness Engineers are the creators and protectors of the customer experience. We introduce our customers to the possibilities of the open web, teaching, instructing, and solving technical problems so they can achieve their publishing and commerce goals.

Key responsibilities

• Help customers via email and live chat while maintaining constant peer support through Slack.
• Identify problems before they arise and find efficiency improvements to elevate the customer experience.
• Advocate for customers internally to help build better tools and products.
• Pilot new services, such as onboarding calls, to better serve our user base.

Requirements

• Hands-on experience with WordPress and/or WooCommerce beyond personal site building.
• Proven background in technical support, customer experience, or customer success.
• Exceptional communication skills with the ability to build trust across diverse user groups.
• Fluency in English and a self-starter mentality with the ability to manage workloads independently.
• Active use of AI tools to build workflows, automations, or processes that create real value.

What we offer

• A long-term career path with opportunities for internal promotion into leadership and specialized roles.
• A fully remote work environment with a global team and an open vacation policy.
• The chance to work on world-class products like WordPress, WooCommerce, and Tumblr.
• A culture that values diversity, open source, and continuous professional growth.