Senior Customer Support Specialist

Automattic is hiring a Senior Customer Support Specialist to join our fully remote team in the United States. As a Senior Customer Support Specialist, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (PST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Maintain high customer satisfaction scores • Document solutions and improve help content • Escalate bugs and feedback to product teams • Respond to customer questions via chat, email, and tickets • Troubleshoot and resolve product issues What we offer: • Paid parental leave • Comprehensive medical, dental, and vision coverage • Annual learning and professional development budget • Generous paid time off and company holidays • Flexible working hours across US time zones How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Automattic is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Excellent written and verbal communication • Reliable home internet and a quiet workspace • Empathy and patience • Comfort with support tools (Zendesk, Intercom) Nice to have: • A growth mindset and eagerness to keep learning • Experience in a fast-paced, high-growth environment