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Automattic

Outsourcing Support

Internal quote:
“In May 2020, we piloted the outsourcing of a temporary team of 29 part-time freelancers to offer English language email support for a subset of support topics.”

In that same post, Happiness Operations mentions plans to consider several different outsourcing firms.

Internal quote:
“bring our cost as a percentage of revenue down to 13%.”
There is a 3 year plan to reduce Support costs.

THEORY:
The fastest way to achieve a drop in support cost is to reduce the cost of labor.

Automattic is hiring new Happiness Engineers because it is less costly than continuing to pay for long time Happiness Engineers and their raises/benefits ex: sabbaticals.

THEORY:
Automattic’s Legal team is not prepared to allow Happiness to outsource sensitive support topics ex: billing and PII.

DEFINITION:
A long time Happiness Engineer would be eligible for a sabbatical in 2020 or Q1 2021.

QUESTION:
Have any Long Time Happiness Engineers been asked to leave this year when they’re due for a sabbatical prior to taking it?

ANSWER:
YES.

7 replies on “Outsourcing Support”

Just read every post here. Iā€™d thought about applying for Happiness Engineer since I enjoy working with WordPress but …maybe not. šŸ™‚

You realize this is a site created by a (singular) disgruntled employee, right? You should probably contact any of the hundreds of HEs out there who love their jobs.

I have made two posts on this site. I know who created the post above. I do not know who created any of the other posts here, nor do I know who left any comments. No-one can know and that is deliberate. There is better privacy here than you think you have at Anonymattic.
I do not fit the words you use to describe me.

There will be many HE’s who love their jobs, but the fact is that Automattic is firing people who other HE’s hold in high regard and that there is also a plan to reduce the Support costs.

The latter can be done in two ways. [1] Improve documentation [2] Reduce the wage bill by reducing staff.

HE’s must see the writing on the wall.
Look at who has gone and realise your job is not certain.
Look for other jobs. Having Automattic on a CV may well be a positive right now. Make the most of that.

There are more of us here than you think, and with a lot more insight into the circumstances of various departures from Automattic than you apparently have. One recurring theme: they never saw it coming.

Keep your CV up to date. You might need it sooner than you think.

I was about to apply for HE. Thank god one of my friends shared your blog link, now I have changed my mind and definitely not going to apply in the future.

Also, thank you so much for enlightening all of us, thank you for showing the real side of Automattic.

Existing HE’s describe it as the utopia of remote work and glorify the work culture and other perks. But none of them have enough balls to share the other side of the coin.

In essence you have many people who put their name behind their recommendation and one anonymous person who disagrees with them. You take the side of the anonymous person as the truth. You are quite naive. I’m posting this anonymously so it must be the truth.

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