Happiness – 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 who make sure we deliver the best experience for our users. Their role is crucial because they interact with our customers more than anyone else at Automattic, and make the biggest impression in our customers’ time of need.
Whether your background is in technical support, customer success, or engineering, if 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/).
On a typical day our Happiness Engineers…
- 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, their 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.
Our Happiness Engineers…
- Have deep experience in technical support, engineering, and/or customer success. Proficiency with WordPress is a big plus.
- Are expert communicators, and can quickly establish rapport with end users, developers, and agency clients alike. You must be able to write and speak fluently in English.
- Are exceptional problem solvers 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.
- Value accountability and are impeccable at follow-through. You stay professional and respectful in intense situations, comfortably de-escalate upset customers, and welcome critical feedback.
- Have an in-depth knowledge of ecommerce and an understanding of what it takes to manage, promote, and support a successful ecommerce business.
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.
If you’re interested in joining our team, use the form below to tell us more about yourself and your interests. Thanks!
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