Happiness Engineer - Customer Support & Success

Our software and services aim to provide a seamless experience, but when things don’t go as planned, our customers rely on us for help. Happiness Engineers are the frontline heroes ensuring we deliver the best experience for our users. Their role is crucial because they interact with our customers the most and make the biggest impression in their time of need.

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/).

On a typical day as a Happiness Engineer, you will:

• 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.

What we’re looking for:

• 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 …