This role is ideal for experienced customer success professionals who possess a genuine "builder" mindset and a deep familiarity with the WordPress or WooCommer
Work type: remote
Location: Remote
Salary: $40,000 – $68,000/yr
Type: Full-time
This role is ideal for experienced customer success professionals who possess a genuine "builder" mindset and a deep familiarity with the WordPress or WooCommerce ecosystems. It isn’t an entry-level position; they are looking for mid-career troubleshooters who enjoy the technical nuances of the open web and have a track record of improving internal processes or user retention. Exceptional written English and the ability to work independently in a high-autonomy environment are essential. The position offers a global salary range of **$40k – $68k USD**, with the company notable for its permanent, fully remote work culture and open vacation policy. Unlike many support roles, this is framed as a long-term career path with internal mobility into leadership, marketing, or product teams. You can expect a highly collaborative atmosphere where you’ll spend about six hours a day on live chat and email, balanced with occasional weekend rotations and flex days off. **You might be a good fit if you:** * Have hands-on experience building, managing, or troubleshooting WordPress/WooCommerce sites beyond a personal hobby. * Thrive in "distributed" environments and can manage your own schedule without needing a manager looking over your shoulder. * Want a support role where you are encouraged to propose strategic improvements rather than just closing tickets. * Are comfortable with a high-volume, fast-paced atmosphere that requires constant multitasking between customers and Slack.
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](https://automattic.com/creed/).
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 new services like onboarding calls. We want people who thrive on change and jump at new initiatives, plus those who love mentoring peers and making everyone around them better.
Our ideal hire has built a career in customer service and is genuinely motivated by having meaningful, substantive conversations with customers every single day. We’re looking for ambitious, motivated people who want to create a world-class experience every time our customers use our products.
Career Growth as a Happiness Engineer
We view support as a long-term career, not a stepping stone. Some of our most valued HEs have been here for a decade or more. We also strongly believe in growing and challenging our employees, and we promote internally for leadership (including senior leadership). In addition to leadership, Happiness work spans a broad range of functions, and new teams and roles are being introduced on a regular basis. In this role, you’ll have many opportunities to build new skillsets and to work on new initiatives with product, marketing, talent, data, and more. Our Happiness Engineers have transitioned to roles in every possible capacity, both within Happiness and all across Automattic.
What We’re Looking For
We’re pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components. This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our[ Benefits Page](https://automattic.com/benefits/). And check out these links to learn more about[ How We Hire](https://automattic.com/how-we-hire/) and[ What We Expect from Ourselves](https://automattic.com/expectations/). #LI-DNI
About Automattic
Now in [our 20th year](https://timeline.automattic.com/), we’re the people behind [WordPress.com](http://wordpress.com/), [WooCommerce](https://href.li/?http://woocommerce.com/), [Beeper](https://www.beeper.com/), [Tumblr](https://href.li/?https://www.tumblr.com/), [Simplenote](https://href.li/?http://simplenote.com/), [Jetpack](https://href.li/?http://jetpack.com/), [Longreads](https://href.li/?http://longreads.com/), [Day One](https://href.li/?https://dayoneapp.com/), [PocketCasts](https://href.li/?https://www.pocketcasts.com/), and more. We believe in making the web a better place.
We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.
[We believe in Open Source](https://github.com/Automattic), and the vast majority of our work is available under the [GPL](https://en.wikipedia.org/wiki/GNU_General_Public_License). Automattic is a [Most Loved Company](https://mostlovedworkplace.com/companies/automattic-inc/), an Equal Opportunity employer, and [Disability Confident Committed](https://disabilityconfident.campaign.gov.uk/). ([Here’s what that might mean for you](https://happinessengineer.blog/2022/09/08/happiness-for-everyone-working-with-a-disability-at-automattic/).) If you need disability-related accommodations during the application or interview process, please [fill out this form](https://automattic.com/disability-related-accommodation-request/). We are committed to ensuring an accessible hiring process for all candidates. Learn more about our [Employee Resource Groups](https://automattic.com/automattician-resource-groups/).
You can track your application status and more at [MyGreenhouse](https://my.greenhouse.io/users/sign_in).
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