Happiness Engineer – Customer Support & Success

At Automattic, our Happiness Engineers are the creators and protectors of the customer experience. We take this seriously – every Automattic employee, regardless of role, spends their first two weeks in support and does a one-week rotation annually. Happiness Engineers introduce our customers to the possibilities of the open web. We teach, instruct, and solve technical problems so that our customers can achieve their publishing and commerce goals. We also advocate for our customers internally, to help build better tools and products to serve their ever-changing needs. You can read more about Automattic’s company values here . About the Job As a Happiness Engineer (“HE”), you'll spend around six self-scheduled hours per day helping customers via email and live chat, with constant peer support through Slack. We're fully remote but communicate heavily – expect continuous interaction with both customers and teammates. HEs typically work 1-2 weekend days per month (with equivalent flex days off during the week). This is a snapshot of what the work looks like today, but customer service needs and norms are constantly evolving, and our daily work evolves with it, so your week might look quite different six months from now. Beyond customer support, you'll help elevate our entire customer experience by identifying problems before they arise, finding efficiency improvements, and piloting