Lessons Learned from The Customer Survival Kit

Tish

Awhile back I was reading a book called The Customer Survival Kit. It was FANTASTIC! I highly recommend it. Several months ago I ended up writing an internal p2 post about it and sharing my favorite takeaways with my team at Automattic. But I was recently talking to a friend who also works in support and I wanted to share my favorite quotes from the book, so I decided to post an excerpt of my original p2 post here:

Angry customers. I’m kinda terrified of them.

anger

Whenever I encounter an angry customer, it takes a lot out of me emotionally/mentally. And I wanted to find a way to get a better handle on those interactions.

Continue reading “Lessons Learned from The Customer Survival Kit” →

Pam’s awesome a8cday post

Tish

My coworker Pam, is super amazing! She’s involved with the hiring of Happiness Engineers for WordPress.com, Jetpack, and WooCommerce. So I loved this post she wrote giving an inside look into her day! It’s definitely an interesting read! Enjoy! -Tish

This post is part of a series describing what Automatticians do on a daily basis. You can read more posts like this by following the tag #a8cday on WordPress.com and Twitter. Back in October 2014, I wrote a post describing a typical day at work. Since then, my job has changed quite a bit, so […]

via A typical day at work — pyjammy dot blog

How I became a Happiness Engineer at Automattic Part 3: Paid Trial at Automattic

Tish9 Comments

Part 1: Application Process
Part 2: The Interview Process
Part 3: Paid Trial at Automattic (this post)

What is a Trial?

This is the opportunity to work at Automattic, doing the job you’re applying for. It’s fantastic because you have the opportunity to see if you’d actually like the job and gives Automattic the opportunity to see how well you do the job.

It’s a paid Trial, so it really is a win-win situation. You get to try out the position, paid (this isn’t a salary but $25 hour), and see if you both think it’s a good fit.

Continue reading “How I became a Happiness Engineer at Automattic Part 3: Paid Trial at Automattic” →

The schedule of a Happiness Engineer working in live chat

Tish8 Comments

When I was first hired as Trial Happiness Engineer, I was concerned about the flexibility of live chat.

I imagined a live chat operator being chained to their desk all day. But since this is Automattic the pioneers of remote working, how was this possible? How was it going to work?

Continue reading “The schedule of a Happiness Engineer working in live chat” →