Happiness Engineer – Customer Support & Success
Our software and services aim to provide a seamless experience, but when things don’t go as planned, our customers rely on us for help. Happiness Engineers are the frontline heroes ensuring we deliver the best experience for our users. Their role is crucial because they interact with our customers the most and make the biggest impression in their time of need.
Whether your background is in technical support, customer success, engineer or you’re someone who cares deeply about creating a world-class customer experience, we want to hear from you. Interested in learning more about how our team works? Check out what Happiness Engineers have to say about their work (https://happinessengineer.blog/).
Key responsibilities
Work as part of our global team with a high degree of independence and accountability. Assist a variety of customers by email, live chat, voice, and/or video calls. This might include technical troubleshooting with a developer, an educational walkthrough with an end user, or a consultative sales call with a mid-sized agency. Go beyond the immediate question to help our customers succeed with our products. Reach out to potential and existing customers to learn about their goals, experience with our products, and how we can ensure their continued success. Problem-solve, troubleshoot, dogfood, and test. Embrace change and learn new things. Proactively recommend an idea that will help the customer be more successful.
Skills & Qualifications
You have deep experience in technical support, engineering and/or customer success. Proficiency with WordPress is a big plus. You are an expert communicator and can quickly establish rapport with end users, developers, and agency clients alike. You must be able to write and speak fluently in English. You’re an exceptional problem-solver and have great judgment. Your solutions not only fix immediate issues but also pave the way for sustained growth for our customers with our products and services. You value accountability and are impeccable with follow-through. You stay professional and respectful in intense situations, comfortably de-escalate upset customers, and welcome critical feedback. You’re adaptable, curious, and excited by change. You love to learn new things! You care deeply about the customer experience, and you assume personal responsibility over every aspect of it. You are a strong cross-functional collaborator, excelling at raising issues internally and driving the follow-up to ensure resolutions. As a member of a global team providing 24/7 support, you must be available for occasional weekend and holiday coverage. Bonus Skill: You have experience with eCommerce or setting up a business.
// While the above skills are essential, an ideal candidate would also possess the following: Experience as either a deep technical troubleshooter (“Tier 3” or other escalated support team), or a customer success representative or technical account manager for agency-level clientele. Experience creating and supporting WordPress websites, and with customizing WordPress themes and plugins using PHP, CSS, JS, and HTML. If you have experience in sales or technical account management, we want to hear about it! Also let us know if you have experience in leadership in a technical or customer success field.
Benefits
Co-working space budget We offer a co-working allowance.
Home office budget We offer a home office setup stipend.
Sabbaticals Paid three-month sabbatical encouraged every five years.
Life insurance We'll cover your life insurance so you don't have to worry.
Employee assistance program (EAP) We offer an employee assistance program focused on mental health.
Retirement benefits Generous regional retirement plans to help you invest in your future.
Company meals Working from a coffee shop? You can use your coworking allowance for the requisite latte!
Healthcare benefits Automattic will pay 100% of the premiums for you and your dependents for medical, dental, and vision cover.
Paid parental leave Open parental leave (including maternity, paternity, LGBTQ+, and adoption for all parents). If you’ve been with Automattic for 12 months, your leave up to 6 months is fully paid.
Unlimited time off Our open vacation policy (no set number of days per year) is designed to help you to be at your best! There is no minimum or maximum, but we encourage you to take at least 25 days of time off per year.
Wellness benefits We offer mental wellnesss benefits via Spring Health, a monthly subscription to a mindfulness app (including Calm, Headspace, Ten Percent Happier, Waking up, and Insight timer), and virtual ergonomic consultations and access to a wealth of virtual ergonomic tips, stretch videos and yoga exercises.
Learning and development budget "I will never stop learning" is part of our company creed. From leadership development to improving your writing skills, we have a comprehensive list of programs and resources available to everyone, and we’re also happy to pay for any hardware, software, books, or conferences that promote continued learning.
