Every Automattician spends one week a year working with our Happiness Engineers to support customers of Automattic products through answering support tickets and perhaps jumping on Live chats. I see a lot of value in this exercise, and it is something that I had unofficially implemented for myself even before joining Automattic. I always learned something new about customer experience, needs, or priorities in doing so.
My first support rotation was during my first week at Automattic a little over a year ago. I remember being in awe of the Happiness Engineers and the breadth and depth of their product knowledge, I admired their friendliness and professionalism towards our customers, and endless patience in supporting those of us who were on rotation. I was impressed by how well documented everything was, and how it was all easily accessible to me. This year, I’m excited to be able to put to work some of the knowledge I have gained over the past year and hopefully help someone out!