Happiness Engineer, Automattic
Customer Support & Success
$40-75k
Work from anywhere, and make the web a better place for everyone, everywhere.
Open for applications
Work from anywhere, and make the web a better place for everyone, everywhere.
1001+ employees
Open for applications
$40-75k
1001+ employees
Company mission
To democratize publishing and commerce so that anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or where they live in the world.
Role
Who you are
- 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
- Bonus Skill: You have experience with eCommerce or setting up a business
Desirable
- 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
What the job involves
- 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/)
- 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
Our take
At a time when companies like Facebook, Apple, and Google were turning into monopolistic market leaders, Automattic was building its open-source infrastructure on a distributed, volunteer-run workforce. Since its launch in 2005, the company has continued to evolve and expand as it built its new web empire.
Automattic is the company behind WordPress (which powers roughly 42% of all websites), Jetpack, Tumblr, Simplenote, WooCommerce (which is believed to run more than a quarter of all online storefronts), Longreads, Crowdsignal, Atavist, Day One, and more.
The company’s “Five for the Future” initiative allocates 5% of its resources to further the development of WordPress, and many other companies that utilize Automattic’s communities follow some version of the initiative, contributing back code and time to support the community. Still spinning out new projects such as an anti-spam filter and online identity safeguards, the unicorn company is a powerhouse that is well set to continue its path to long-lasting growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Feb 2021
$288m
LATE VC
Sep 2019
$300m
SERIES D
Total funding: $778.6m
Company benefits
- Professional Development · “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.
- Career Coaching · Coaching sessions to help you set and achieve professional goals are available for all Automatticians – team members and team leads. This benefit resets each calendar year.
- 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.
- Home Office · We offer home office setup and coworking allowances. Working from a coffee shop? You can use your coworking allowance for the requisite latte!
- Wellness · We offer mental wellness benefits including an Employee Assistance Program, 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.
- 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.
- Anniversary Awards · Paid three-month sabbatical encouraged every five years and other cool anniversary surprises.
- Automattic Stock · Check out Buying and selling Automattic Stock!
- Life Insurance · Company-sponsored life insurance.
- Compensation · We attract talent around the world and pay global salary ranges. We prioritize internal equity and review your pay every 12-18 months.
- Sabbatical · Working at Automattic provides numerous opportunities to learn new skills, grow in your career, and have a significant and positive impact on the lives of millions. It also offers the rare (and juicy!) benefit of a paid, three-month sabbatical every five years.
Company values
- We are passionate advocates for our customers and the open web community.
- We build our business sustainably, through passionate and loyal customers.
- We never stop learning.
- We don’t just work on things that are assigned to us.
- We know there’s no such thing as a status quo.
- We never pass up the opportunity to help out a colleague.
- We are motivated by impact, and we know that open source is one of the most powerful ideas of our generation.
- We are in a marathon, not a sprint. No matter how far away the goal may be, the only way to get there is by putting one foot in front of another every day.
- Given time, there is no problem that’s insurmountable.
- We communicate as much as possible, because it’s the oxygen of a distributed company.
Company HQ
Bernal Heights, San Francisco, CA
Articles
Leadership
Matt Mullenweg
(CEO)Former President at Automattic. Current Lead Developer at WordPress, and Board Member at the New Museum of Contemporary Art and ecoAmerica. Former Board Member at Grist, and GitLab Inc. Previous Senior Product Manager at CNET Networks.
People progressing
Design Director/UX Ninja Jetpack. Strategic UX/Product Design leader with over 19 years of experience in Product Design, User Experience & User Research methodologies & Product Management.
Head of Communications. Writer, editor, communicator, producer. Their first WordPress site was a self-hosted tech blog called effinnerds.com that she built in 2008. Speaks English, Khmer, and Spanish.
Diversity, Equity & Inclusion at Automattic
- We are committed to Diversity, Equity, and Inclusion: https://automattic.com/diversity-and-inclusion/ A diverse, equitable, and inclusive workplace comprises people of many identities and abilities. It invites community members to share their opinions and ideas, which it then uses to improve the company. It celebrates employees’ various cultures and heritages; it plans team- and company-wide meetups that are accessible to all; it invites people to effect change within the company; it provides an array of tools and methods to help its employees become experts in their positions; and it encourages individualized successes, which benefit the company at large. Automattic is a Most Loved Company (https://mostlovedworkplace.com/companies/automattic-inc/) and Disability Confident Committed (https://disabilityconfident.campaign.gov.uk/).
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