Happiness Engineer - Customer Support & Success

Summary

Join our team as a Happiness Engineer and be part of providing a seamless experience for our customers. As the frontline heroes, you will interact with customers through various channels and make a significant impression in their time of need.

Requirements

• 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

Responsibilities

• 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
• 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

Benefits

• Salary range: $40,000-$68,000 USD
• This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy