Happiness Engineer

3 days ago

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Automattic

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Description

• Our software and services aim to provide a seamless experience. • 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. • 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. • 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.

Requirements

• Have deep experience in technical support, engineering, and/or customer success. • Proficiency with WordPress is a big plus. • 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. • Are an exceptional problem solver and have great judgment. • Value accountability and are impeccable at follow-through. • 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.