Employees working on improving AI testing

Automattic scales multilingual customer support with Lifted, an Upwork Company™

Automattic worked with Lifted, an Upwork Company™ to scale support for WordPress, Woo, and Jetpack, meeting global demand for speed and multilingual coverage.

At a glance.

Languages supported globally

0

Languages supported globally

0

sourced for independent customer support talent

0 countries

sourced for independent customer support talent

0 countries

average time-to-hire

0 days

average time-to-hire

0 days

Enabled
flexible freelance support based on real-time demand
Enabled

flexible freelance support based on real-time demand

“
We needed to be able to offer support in more languages than just English. Lifted allowed us to find people in countries where we wouldn’t have been able to hire using our traditional practices.

We needed to be able to offer support in more languages than just English. Lifted allowed us to find people in countries where we wouldn’t have been able to hire using our traditional practices.

Karen Arnold

Global VP of Talent

Karen Arnold

Global VP of Talent

Summary

Automattic powers a large share of the modern internet, including WordPress.com, Woo, and Jetpack. With millions of users worldwide, the company’s support infrastructure had to meet increasing demand for speed, quality, and multilingual coverage.

The Challenge

  • Multilingual Demand

    Support needed to extend beyond English into nine global languages.

  • Global Scale

    Product adoption outpaced the internal team’s ability to source and hire.

  • Surging Demand

    Seasonal and feature-driven spikes required on-demand talent deployment

  • Lean Team Model

    Internal recruiting resources couldn’t support high-volume, high-velocity hiring

How our solution helped

  • Sourced customer support professionals across 56 countries

  • Enabled multilingual coverage across nine key languages

  • Maintained an average hiring turnaround time of 6 days or less

Key success factors

  • Expanded Reach

    Opened access to talent in markets previously unreachable through traditional hiring

  • Embedded Coordination

    Lifted’s account team operated alongside Automattic’s internal stakeholders

  • Flexible Contracts

    Allowed Automattic to scale support based on evolving needs

The outcome

With Lifted as a trusted talent partner, Automattic built a multilingual support operation capable of adapting to the needs of millions of global users. The partnership enabled the company to scale customer-facing operations in less than a week, cover nine languages, and preserve valuable internal bandwidth.

While this work was performed when these Enterprise solutions were embedded in Upwork, the same offerings and more are now available through Lifted, an Upwork Company.

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