Tag: customer support

happiness engineering

FAQ: Happiness Engineers And Flexibility

Automattic powers many sites worldwide with its large assortment of products, so our support team is available every day of the week to best serve our customers. But what does that mean for our Happiness Engineers’ schedule? Q: What does a typical workday look like for Happiness Engineers? Generally, a Happiness Engineer’s workday consists of eight work hours, six of which are typically spent working … Continue reading FAQ: Happiness Engineers And Flexibility

Kateryna3 Comments
happiness engineering

5 Lessons I’ve Learned from My Cat

Echoes, Silence, Patience, and Grace. The Foo Fighters album’s name defines my cat, Hunter, and the ways she has helped me to become a better Happiness Engineer. I adopted Hunter in March of 2011. She was pretty small, full of fleas, and very sick. Her former owner had traumatized her. She was and still is a terrified cat. But she is healthy and happy, grumpy … Continue reading 5 Lessons I’ve Learned from My Cat

Michelle1 Comment
happiness engineering, remote work

Learning from unhappy customers

“Your most unhappy customers are your greatest source of learning.” – Bill Gates At Automattic, we aim to offer world-class support. We want to be known for offering the best experience to our customers. Internally, Happiness Engineers encourage each other to “engineer the happiness” of our customers. This isn’t always easy — sometimes people reach out to us when they’re struggling with their site, their … Continue reading Learning from unhappy customers

Tish1 Comment
happiness engineering

Five standout skills to be a successful Happiness Engineer

Happiness Engineers love helping people use Automattic’s products like WordPress.com, WooCommerce, Jetpack, and more. While the desire to help others is important, Happiness Engineers must have other skills to successfully help customers in live chat and by email. With that in mind, here are my recommendations for those wanting to improve their skills as new or aspiring Happiness Engineers. These tips are from my personal … Continue reading Five standout skills to be a successful Happiness Engineer

Adam Heckler2 Comments
happiness engineering, remote work

My Schedule as a Happiness Engineer

Every Happiness Engineer has a different type of day, schedule, tasks, etc. That’s one benefit I love so much about my position… I work when it is best for me and my family! The flexibility is very important to me, as it is lots of people. Personally I choose to work most weekends and take weekdays off. We are homeschooling our kids this year, so … Continue reading My Schedule as a Happiness Engineer

Jen Mc1 Comment
happiness engineering, meet a happiness engineer, remote work

Meet a Happiness Engineer: Erica

Erica Kuschel is a Happiness Engineer supporting customers using WooCommerce to manage their online stores. She is also team lead for one of the WooCommerce support teams at Automattic. One of the most appealing aspects of the Happiness Engineer role is the flexibility provided while working remotely. Maintaining a work-life balance is a plus for this former travel blogger. When more wide-spread travel is possible, … Continue reading Meet a Happiness Engineer: Erica

Liz SwaffordLeave a comment
meet a happiness engineer

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

Liz SwaffordLeave a comment
meet 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

Liz SwaffordLeave a comment