Automattic
Automattic scales multilingual customer support across 56 countries with Lifted, an Upwork Company™, hiring in 6 days or less
Aug 19, 2025

In short about the Impact
Customer support independent talent sourced across 56 countries
9 languages supported globally
6-day average time-to-hire
Enabled flexible freelance support based on real-time demand
Internal talent sourcing bandwidth preserved for strategic priorities
The challenges we’ve tackled
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
Provided workforce flexibility to ramp up or down in real time
"
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
Key success factors, which
make us different
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.
Client cases