The customer service team is known as the “Happiness Team,” and its members are “Happiness Engineers.” When I first heard this I thought, “Cute, a little silly, but no sillier than my title of Code Wrangler.” Now that I have worked on this team for a while, I have come to realize it is anything but silly or cute; in fact, it’s quite brilliant. The impact of having this title is subtle but powerful. The Happiness Engineers truly do an incredible job helping WordPress users with every problem they report, even ones not related to WordPress. There is an infectious helpfulness that permeates the interaction between team members that can best be described as the exact opposite of the “not my problem” attitude.
On the first of May, I started a new job at Automattic, the company behind WordPress.com. I was hired as a “Code Wrangler,” but to date I have not written a lick of code. This is because for the first three weeks new employees must participate in a customer support rotation. I know what you are thinking: “Let the software engineers communicate directly with customers? I saw Office Space, so I know that’s a bad idea!” or maybe “Bummer, customer service is a thankless soul-sucking quagmire of loathsomeness.” Surprisingly, neither one of these normally valid assumptions is true in this case. So what makes working at Automattic so special that software engineers can enjoy communicating directly with users and customer service ends up being rewarding and fun? Quite a few things actually.
The customer service team is known as the “Happiness Team,” and its members are “Happiness Engineers.” When I…
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