Automattic, the company behind WordPress.com, WooCommerce, Jetpack, and Tumblr, is seeking passionate individuals to join their team as Happiness Engineers in Customer Support & Success. This full-time, remote position offers the opportunity to work from anywhere in the world, providing top-notch support to a diverse, global customer base.
Job Details
- Job Type: Full-time
- Job Title: Happiness Engineer (Customer Support & Success)
- Company: Automattic
- Location: Remote
- Salary: $40,000-$68,000 USD
Job Description
As a Happiness Engineer, you will be an integral part of Automattic’s global support team, providing assistance to customers through various channels, including email, live chat, voice, and video calls. Your responsibilities will encompass:
- Customer Assistance: Helping a diverse range of customers, from developers to end-users, by troubleshooting technical issues, providing educational walkthroughs, and offering consultative sales support.
- Proactive Support: Going beyond immediate questions to ensure customers succeed with Automattic’s products.
- Team Collaboration: Working independently within a global team, maintaining a high degree of accountability.
Skills and Qualifications
To excel in this role, candidates should possess:
- Technical Proficiency: Experience with WordPress, including site creation and customization using PHP, CSS, and HTML.
- Communication Skills: Excellent writing and communication abilities, with a knack for translating technical language into understandable terms.
- Problem-Solving Aptitude: A passion for tackling tough problems and proposing elegant solutions.
- Adaptability: An ability to learn quickly and teach others effectively.
- Personal Attributes: Patience, grace, a sense of humor, and a strong support philosophy.
Benefits and Perks
Working with Automattic comes with numerous advantages:
- Remote Work: Enjoy the flexibility to work from anywhere, creating an environment and schedule that empowers you to perform at your best.
- Diverse Team: Join a team of diverse, global perspectives, contributing to a positive and inclusive work environment.
- Dynamic Environment: Be part of a company that values intellectual diversity and is passionate about making the web a better place.
Application Process
To apply for the Happiness Engineer position:
- Prepare Your Application: Ensure your application is complete, as incomplete applications will not be considered.
- Submit Your Application: Follow the submission guidelines provided on Automattic’s careers page.
- Review Process: Applications will be reviewed by the hiring team, and selected candidates will be contacted for further steps.
Tips for Applicants
To increase your chances of being hired:
- Showcase Relevant Experience: Highlight your experience with WordPress and customer support roles.
- Demonstrate Technical Skills: Provide examples of WordPress sites you’ve created or customized, and your proficiency with PHP, CSS, and HTML.
- Emphasize Communication Abilities: Illustrate your ability to explain technical concepts in simple terms.
- Highlight Problem-Solving Skills: Share instances where you’ve effectively resolved complex issues.
Providing excellent customer support involves:
- Empathy: Understanding and sharing the feelings of your customers.
- Active Listening: Fully concentrating on what the customer is saying to understand their concerns.
- Problem-Solving: Identifying solutions to customer issues efficiently and effectively.
- Clear Communication: Conveying information in a straightforward and understandable manner.
- Patience: Remaining calm and composed, especially in challenging situations.
Automattic Company Culture
Automattic is a diverse, international community committed to diversity, equity, and inclusion. With a distributed workforce spanning numerous countries and languages, the company values open communication, collaboration, and a shared goal of democratizing publishing and commerce. Automattic believes in Open Source, with the majority of their work available under the GPL. The company strives to live by the Automattic Creed, emphasizing integrity, excellence, and making the web a better place.
Conclusion
If you’re passionate about customer support, possess technical proficiency with WordPress, and are eager to work in a dynamic, remote environment, the Happiness Engineer role at Automattic could be the perfect fit for you. Join a team dedicated to making the web a better place and apply today to embark on a rewarding career journey.
