Happiness Engineer – Customer Support & Success

Happiness Engineer – Customer Support & Success

Automattic’s Happiness Engineers create and protect the customer experience. All employees spend their first two weeks in support and participate in a one‑week rotation annually.

Happiness Engineers introduce our customers to the open web, instruct, solve technical problems, and advocate internally to build better tools and products for changing customer needs.

About the Job

As a Happiness Engineer (HE) you will schedule roughly six hours per day helping customers via email and live chat, with peer support through Slack. The role is fully remote with heavy communication—expect continuous interaction with customers and teammates. HEs typically work one‑to‑two weekend days per month (with equivalent flex days off during the week). Customer service norms evolve constantly, and your weekly work may change over six months.

Beyond support, you will elevate the customer experience by identifying problems before they arise, improving efficiency, and piloting new services like onboarding calls. We want people who thrive on change, jump at new initiatives, and enjoy mentoring peers.

Career Growth as a Happiness Engineer

Support is viewed as a long‑term career. Many HEs stay a decade or more. We promote internally for leadership and other functions, and new teams and roles appear regularly. In this role you will build new skillsets and work on initiatives with product, marketing, talent, data, and more. HEs transition to roles across Happiness and across Automattic.

What We’re Looking For

• Word Press and/or Woo Commerce experience – Hands‑on experience beyond building a couple of personal sites is required. Specify your background in your application.
• Customer support experience – Technical support, customer experience, or customer success with high‑volume end users is ideal.
• Initiative and impact – You have gone beyond daily tasks to improve things at your company, with measurable results.
• Exceptional communication – You build trust with developers, agencies, enterprise clients, and non‑technical users.
  Fluent English is required (multilingual is a bonus).
• Self‑starter mentality – Independent, never miss deadlines, thrive in high‑autonomy environment. Manage workload without heavy oversight.
• Unique expertise – Deep technical troubleshooting, eCommerce expertise, leadership, or operational genius. Tell us how your background makes you perfect for this role.

Salary range
: $40,000–$68,000 USD (global). Pay reflects potential contribution and impact. Automattic pays in local currency.

Our benefits include full remote work, an open vacation policy, and a comprehensive Benefits Page by country. Learn more about our hiring process and expectations on the company site.