Happiness Engineer – Customer Support & Success

Automattic is a company focused on democratizing publishing and commerce, and they are seeking a Happiness Engineer to enhance customer experience. In this role, you will assist customers directly and contribute to improving support processes while working in a fully remote environment.

Responsibilities:

• Spend around six self-scheduled hours per day helping customers via email and live chat
• Help elevate our entire customer experience by identifying problems before they arise
• Finding efficiency improvements
• Piloting new services like onboarding calls
• Thrive on change and jump at new initiatives
• Mentor peers and make everyone around them better

Requirements:

• 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