Nicereply uses cookies to improve your experience.

Improving Support Hiring at Automattic [Podcast]

Automattic’s hiring process includes a temporary contract to allow its candidates to provide real support to their customers.

You can listen to Customer Experience Leaders Chat also on:

Hiring can be an arduous task. It is more of an art than a science; First impressions, current mood, implicit biases, and various other factors can impact your decision-making. Not to mention that every leader has different advice for what skills make the best support agent. How do you accurately and consistently assess someone’s skills for a dynamic job like support?

Andrew Spittle, Head of Customer Happiness at Automattic, has the answer: Let the candidates do the job before hiring them!

In Conversation with Andrew Spittle, Head of Customer Happiness at Automattic

Automattic’s hiring process includes a temporary contract to allow its candidates to provide real support to their customers. This practice allows the hiring manager to accurately assess the real-life outcomes and skills directly associated with the role in a consistent manner. But that isn’t the only unique part of the hiring process they use.

Automattic is a remote company where support and day-to-day work is often done asynchronously via email, chat tools, and Slack. So what better way to assess a candidate’s talent than using the same tools? They conduct all interviews using text. Andrew lists out numerous advantages this format has. It removes certain biases or negative impressions based on stutters, accents, or nervousness. These processes have worked well for Automattic’s rapid growth. Throughout our chat, Andrew takes the time to outline why you might benefit from them as well.

So please listen in to a conversation that might help you remove some of the pain of interviewing and allow you to hire more effectively!


How did you like this blog?

NiceAwesomeBoo!

Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

Related articles


Envelope icon

Start your day with great quality content

Stay updated with our newsletter


Pencil icon

Are you a freelance writer? Do you want your articles published on Nicereply blog?

Get in touch with us

Facebook icon Twitter icon LinkedIn icon