Remote
US
💼Sales
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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.
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.
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
Salary range: $40,000-$68,000 USD - Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.
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. And check out these links to learn more about How We Hire and What We Expect from Ourselves.
Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, 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, and the vast majority of our work is available under the GPL. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. (Here’s what that might mean for you.) If you need accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups.
You can track your application status and more at MyGreenhouse.
To learn about how we handle your data, please review our Job Applicant & Candidate Privacy Notice and our Privacy Policy.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. Automattic participates in the E-Verify program in certain locations, as required by law.
USD 40,000 - 68,000
Annually
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Mental Health Benefits
Employee Assistance Program
Wellness Programs
401(k) / Retirement Plan
401(k) Match
Employee Stock Purchase Plan
Unlimited PTO
Sabbatical
Flexible Hours
Unlimited Sick Days
Home Office Stipend
Coworking Allowance
Company Offsites / Retreats
Work From Anywhere
Parental Leave
Adoption Leave
Learning & Development Budget
Conference Attendance
Mentorship Program
Paid Trial
Employee Resource Groups
Employee Product Discount
Automattic's process runs application, a Slack or Zoom interview, a paid contract trial project of 2 to 6 weeks, a final interview, and offer. The company also states that AI literacy and competency are expected, with expectations varying by role. It warns that legitimate hiring happens only via automattic.com/work-with-us/ and @automattic.com email addresses.
Yes. Automattic's compensation page says salary ranges are included on each job page. The company uses global salary ranges with internal equity regardless of location, pays in local currency when possible, and reviews pay every 12 to 18 months.
Highlights include an open vacation policy with at least 25 days per year encouraged, a paid three-month sabbatical every five years at full pay and benefits, and open parental leave of up to 6 months fully paid after 12 months of tenure. Employees also get home office and coworking allowances, a professional development budget, career coaching, and partial ownership shared with everyone.
Yes. Automattic publishes country-specific packages, for example a US 401(k) with 100% match up to 6% vested day one plus fully paid medical, dental, and vision premiums, a 6% RRSP match in Canada, 12% superannuation in Australia, double pension match up to 8% with income protection in Ireland and the UK, and double pension match up to 10% in South Africa, alongside a baseline package for all other countries.
There is no office requirement. Instead of daily face time, Automattic runs in-person team meetups of 5 to 7 days as the counterweight to its otherwise asynchronous culture, and employees should expect to travel 3 to 4 weeks per year to attend them.
People who thrive on written, public, asynchronous communication and self-directed schedules. The paid trial project of 2 to 6 weeks works as a mutual-fit check before either side commits, and the company's written expectations ask everyone to communicate publicly, stay on top of notifications, and be accountable for their work. Output matters more than hours: the company says it cares about the work you produce, not just the hours you put in.
Equity / RSUs
Pay Transparency
Paid Holidays
