3: Andrew Spittle, Happiness Engineer @ Automattic

In Episode #3 of the Support Leaders Podcast, we interview Andrew Spittle, Happiness Engineer at Automattic.

We talk about his first experience using WordPress and building a company in college. Then we talk about how Automattic’s support team has grown extensively as a fully remote team. We go into Automattic’s amazing company rule – no internal email,  and how that affects the support team.

In this episode, you will learn:

  • How Automattic effectively supports a wide variety of different products.
  • Why every employee at Automattic starts with 3 weeks in support, and how Andrew’s team makes that possible.
  • Why Automattic built their own live chat product and how it enables them to manage live chat for a completely remote team at scale.
  • Why Automattic has no internal email and how they manage internal communication.

Andrew’s favorite books:

The Effortless Experience

The Effective Executive

Tribal Leadership

Leading Change