Automattic, the company behind WordPress.com, WooCommerce, and other leading platforms, is seeking passionate individuals to join our team as remote Happiness Engineers.
In this role, you’ll provide exceptional customer support through various channels, troubleshoot technical issues, and empower users to succeed with our products. This fully remote position requires strong communication skills, a customer-centric approach, and a love for problem-solving.
About Automattic
Automattic is the driving force behind some of the web’s most popular platforms, including WordPress.com, WooCommerce, Tumblr, and more. We’re a fully distributed company with over 1700 employees in 92 countries, united by a mission to democratize publishing and commerce.
About the Role
At Automattic, our Happiness Engineers are the heart of our customer support, ensuring that our users have a positive and productive experience with our products and services.
As a Happiness Engineer, you’ll be the go-to person for our customers, answering their questions, resolving their issues, and guiding them towards success. You’ll interact with a diverse range of users, from individual bloggers to large agencies, providing technical support, troubleshooting problems, and offering proactive solutions.
This is a fully remote position, allowing you the flexibility to work from anywhere in the world. You’ll be part of a global team that values collaboration, continuous learning, and a customer-centric approach.
Responsibilities
- Customer Support: Provide exceptional support to customers through email, live chat, voice, and video calls.
- Problem-Solving: Troubleshoot technical issues, identify solutions, and escalate complex problems as needed.
- Customer Success: Go beyond answering immediate questions to help customers achieve their goals with our products.
- Proactive Engagement: Reach out to potential and existing customers to understand their needs and ensure their continued success.
- Product Knowledge: Become an expert in our products and services, staying up-to-date on new features and updates.
- Collaboration: Work closely with internal teams to resolve issues, share feedback, and contribute to product improvement.
What We’re Looking For
- Experience: Deep experience in technical support, engineering, and/or customer success. Proficiency with WordPress is a big plus.
- Communication: Excellent communication skills, with the ability to build rapport and explain technical concepts clearly.
- Problem-Solving: Exceptional problem-solving skills and the ability to find creative solutions.
- Accountability: Strong sense of ownership and commitment to follow-through.
- Adaptability: Flexible, curious, and excited to learn new things.
- Customer Focus: A deep passion for providing a world-class customer experience.
- Collaboration: Strong cross-functional collaboration skills.
F5 Remote Jobs Spotlight: A Career as a Remote Happiness Engineer
Happiness Engineers are the frontline heroes of customer support, ensuring users have a positive and productive experience with a company’s products or services. As a remote Happiness Engineer, you have the flexibility to work from anywhere while making a real difference in the lives of customers. This role requires a unique blend of technical expertise, empathy, and communication skills to effectively address user needs and resolve issues.
This remote position at Automattic offers an excellent opportunity to join a company that is democratizing publishing and commerce on the web. With a strong emphasis on customer satisfaction, teamwork, and professional development, this role is ideal for those seeking a rewarding career in customer support while enjoying the benefits of remote work and contributing to a meaningful mission.
Quick Tips for Applicants: Stand Out as the Ideal Happiness Engineer
- Showcase Your Customer Support and Technical Expertise:
- Go Beyond the Basics: Don’t just list your years of experience in customer support or technical roles. Provide specific examples of how you’ve successfully resolved complex issues, provided exceptional service, and gone above and beyond to exceed customer expectations.
- Highlight Your WordPress Skills: Proficiency with WordPress is a major plus at Automattic. Showcase your knowledge of the platform, including your experience with troubleshooting, customization, and theme/plugin development.
- Emphasize Your Problem-Solving Abilities: Share examples of challenging technical problems you’ve encountered and how you approached them. Demonstrate your ability to think critically, analyze situations, and find creative solutions.
- Demonstrate Your Communication and Interpersonal Skills:
- Effective Communication: Excellent communication is essential for interacting with customers from diverse backgrounds and technical skill levels. Showcase your ability to communicate clearly, empathetically, and professionally, both verbally and in writing.
- Active Listening: Demonstrate your ability to actively listen to customer concerns, understand their needs, and respond appropriately.
- Highlight Your Passion for Automattic and Its Mission:
- Company Alignment: Automattic is dedicated to democratizing publishing and commerce on the web. In your cover letter, convey your enthusiasm for this mission and your understanding of the importance of open-source software and accessible technology.
- Customer Focus: Highlight your dedication to providing exceptional customer service and your passion for helping people succeed online.
- Showcase Your Adaptability and Learning Agility:
- Embrace Change: Automattic is a dynamic and evolving company. Demonstrate your ability to adapt to new technologies, learn quickly, and thrive in a fast-paced environment.
- Continuous Learning: Highlight your commitment to continuous learning and professional development. Share examples of how you stay up-to-date with industry trends and best practices in customer support and technology.
- Demonstrate Your Remote Work Readiness:
- Self-Motivation and Discipline: Remote work requires a high degree of self-motivation and discipline. Share examples of how you’ve successfully managed your time, prioritized tasks, and met deadlines without direct supervision.
- Collaboration and Communication: Highlight your experience using communication tools like Slack or Zoom to collaborate effectively with remote teams.
Ready to find a career with purpose?
At F5 Remote Jobs, our mission is to connect talented professionals from around the world with the best remote job opportunities offered by top companies in the United States. In an increasingly digital world, we believe the future of work lies in flexibility and the ability to work from anywhere.