Communicating effectively with a remote team on video

Part of working with a distributed team, like the one at Automattic, includes communicating with co-workers on video calls.  Even though most of our communication is asynchronous and my teammates are in different countries, I can still see and hear them thanks to video conferencing.  Once a week I have a meeting with other members of my team using the Zoom video conferencing app. I … Continue reading Communicating effectively with a remote team on video

Engineering Happiness For a Different Product

I joined Automattic in 2017 as a WordPress.com Happiness Engineer. After two and a half years, I decided to apply for the WooCommerce rotation. For several months I stopped working in WordPress.com support to learn all about the WooCommerce product and how to support those customers. Rotations are encouraged by Automattic as a great way to widen our skills, get out of our comfort zone, … Continue reading Engineering Happiness For a Different Product

Increasing Our Happiness with Cats and Dogs in the Office

Working from home doesn’t have to be lonely. In fact, many Automatticians have pets to keep them company during the work day. Supporting customers gets a little easier when you have furry companions like these to make you smile during the most unexpected moments. This month we invited our Happiness Engineers to share how having pets around improves their work day. “Mostly my pets ignore … Continue reading Increasing Our Happiness with Cats and Dogs in the Office

Meet a Happiness Engineer: Luminus

Luminus Alabi is a Happiness Engineer specializing in supporting customers using the WooCommerce plugin to establish and maintain their online stores. Happiness Engineers like Luminus are the first point of contact for customers that are new to WooCommerce and are looking for information on pricing, features, and extensions. Luminus enjoys working at Automattic surrounded by smart, caring people. Working remotely for a distributed company also … Continue reading Meet a Happiness Engineer: Luminus

My Journey to Become a Happiness Engineer

I’m Victoria, a Happiness Engineer based in the North East of England in the UK. I’ve been working for Automattic since August 2020. When I first spotted the Happiness Engineer role, it was not open to applications, and it was to be a year until it finally did reopen… I knew it was exactly what I wanted to do, so I spent quite a bit … Continue reading My Journey to Become a Happiness Engineer

Meet a Happiness Engineer: Doug

Doug Aitken is a Happiness Engineer supporting customers in live chat and by email as they set up and maintain their online stores with WooCommerce. Customer support for a software program like WooCommerce requires creative problem solving. Each site has a unique combination of plugins and settings which requires Happiness Engineers to look at the issues from different perspectives to provide the best solutions. Customer … Continue reading Meet a Happiness Engineer: Doug

How to make customers happy

Our very own Happiness Engineer, Davor Altman, was recently interviewed by bluegrid.io about customer happiness. How do Happiness Engineers at Automattic approach customer service and make customers as happy as possible? It comes down to one indispensable word – empathy. I believe that being able to put yourself into the customer’s shoes and feel how they feel is the most important thing to have if … Continue reading How to make customers happy

Gaining live chat support experience as an aspiring Happiness Engineer

Roughly two and a half years ago, I was in a marketing role at my previous employer. I did not have any experience in a customer-facing role, but I had my eye on Automattic’s open position for the role of a Happiness Engineer. I have used WordPress since 2010 and had a strong platform knowledge, but I knew clearing this trial wouldn’t be an easy … Continue reading Gaining live chat support experience as an aspiring Happiness Engineer

Ginger cat sleeping on a desk under a keyboard.

Engineering Happiness in Public Support Channels

Have you ever desperately looked for support and ended up on a company’s Facebook page? Have you ever tweeted at the brand you really love? What about the one that you can’t stand? Have you ever wondered what it’s like to be on the other side? My name is Oliwia and I’m one of the Happiness Engineers from a team called Chiron. We take care … Continue reading Engineering Happiness in Public Support Channels

Can you transform customers into happy, loyal, passionate fans?

Do you have what it takes to join Automattic’s world-class customer support team? We get rave reviews like these: I can see now why everyone raves about your customer service. When fixing my mistake you were fast, courteous, and professional and didn’t make me feel like an idiot, even though the mistake I made was quite idiotic!I can’t say it enough: Thank you, thank you, … Continue reading Can you transform customers into happy, loyal, passionate fans?