Happiness Engineer (Customer Support & Success)

• Introduce customers to the possibilities of the open web by teaching, instructing, and solving technical problems so they can achieve their publishing and commerce goals. • Spend around six self-scheduled hours per day helping customers via email and live chat, with constant peer support through Slack. • Advocate for customers internally to help build better tools and products to serve their ever-changing needs. • Elevate the entire customer experience by identifying problems before they arise, finding efficiency improvements, and piloting new services like onboarding calls.

• Have hands-on WordPress and/or WooCommerce experience beyond just building a couple of personal sites. • Bring customer support experience in technical support, customer experience, or customer success, ideally with high-volume end users. • Demonstrate initiative and impact — you've gone beyond daily tasks to improve things at your company with measurable results. • Communicate exceptionally well, building trust with developers, agencies, enterprise clients, and non-technical users alike, with fluent English required. • Be a self-starter who is independent, never misses deadlines, and thrives in a high-autonomy environment. • Show AI fluency — actively use AI tools to do better work, having moved beyond prompting into building workflows, automations, or tools that create real value.

• Speak additional languages beyond English. • Bring deeply technical troubleshooting expertise, eCommerce knowledge, leadership experience, or operational skills. • Have experience with WooCommerce specifically in addition to WordPress. • Have shipped AI projects, designed team-level processes around AI, or built automations that create real value for others.

• Help customers via email and live chat for around six self-scheduled hours per day. • Work 1–2 weekend days per month with equivalent flex days off during the week. • Identify problems before they arise and find efficiency improvements across the customer experience. • Pilot new services such as onboarding calls. • Mentor peers and help make everyone around you better. • Jump at new initiatives and thrive on change as customer service needs evolve. • Collaborate with product, marketing, talent, data, and other teams on new initiatives.

• Work fully remotely from nearly anywhere in the world as part of a distributed company with 1,500+ employees. • Enjoy an open vacation policy. • Receive a straightforward, competitive base salary paid in local currency. • Self-schedule your working hours with high autonomy. • Grow your career long-term in support with internal promotion paths to leadership and transitions to roles across the entire company.

Automattic is the company behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. Now in their 20th year, they are a distributed company with more than 1,500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Their mission is to democratise publishing, commerce, and messaging so anyone with a story can tell it and anyone with a product can sell it.