Karen Arnold and Erica Varlese work on the Happiness Hiring team at Automattic, where they hire new Happiness Engineers who support users on WordPress.com and Automattic products. They met with the Brazilian WordPress community last week and wanted to share their experiences.
On August 29th, 2015, we traveled to Brazil to attend WordCamp Rio de Janeiro and meet the Brazilian WordPress community. At Automattic, the company behind WordPress.com, we’re working on localizing our support to those who speak Brazilian Portuguese. Since both of us are part of our Happiness Hiring team, which focuses on hiring new support engineers, or “Happiness Engineers,” we decided to travel to the WordPress community in Brazil to share our new Happiness Engineer (BR-PT) role and talk about our experience with support.
At WordCamp Rio de Janeiro, we gave a talk on “Engineering happiness: bridging the gap between developers and customers.” Our talk, which will be translated to include subtitles, focused on tips and tricks from our experience on how to get into the right support mindset and how to use support to create loyal customers. The audience was wonderfully responsive and we had the opportunity to chat with many WordCamp attendees about their thoughts on support, Happiness Engineering, and how education is a part of their day-to-day work with WordPress.
We weren’t the only Automatticians at WordCamp Rio. Miguel Lezama joined us to talk about Jetpack, and the recently launched br.jetpack.me, at our booth. Additionally, Claudio Sanches, from the WooThemes team, was part of a panel on “Mercado de Trabalho do WordPress — Brasil e Mundo.”