Andrea Badgley is the Program Manager of Scaled Support at Automattic, maker of WordPress.com, WooCommerce, and Tumblr. She manages AI implementations and a team of 100 freelance contractors across multiple brands, where scaled support handles 35% of the more than 100,000 email and chat cases per month. She started at Automattic in 2014 as a front-line agent (a Happiness Engineer), left in 2018 to spend 18 months as Director of Operations for the Support Driven community, and returned to Automattic in 2019 to join the new Happiness Operations team there. She lives in Blacksburg, Virginia with her cats, kids, and husband.