Job Description

Puffy is seeking a remote

Customer Support Representative

to join our high-growth Direct-to-Consumer (DTC) brand. This role is for a strategic problem-solver who has mastered empathetic communication and complex customer issues, ready to leverage AI as an unfair advantage to create legendary customer experiences. This is an opportunity to architect your own earning potential, where your success in creating legendary customer experiences is the primary driver of your compensation.

Responsibilities:

Own the Customer Relationship: Respond to and own customer issues from first contact to final resolution, providing the foundation for Puffy's award-winning customer experience. Become Our On-Site Brand Champion: Utilize autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain Puffy's brand reputation. Engineer a Seamless Customer Experience: Manage the flow of customer feedback, keeping meticulous records and providing key insights to the organization. Utilize AI Co-pilot: Partner with our proprietary AI co-pilot to automate routine inquiries, allowing focus on strategic problem-solving and creating exceptional customer experiences. Leverage Modern Support Stack: Architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify. Command High Volume Inquiries: Confidently manage a high volume of customer inquiries.

Ideal Profile:

1-2+ years of proven customer support expertise in fast-paced, high-stakes environments Master of professional communication with ability to command high volume inquiries Fast and accurate typist: 50+ WPM required Proficient in modern support systems: Zendesk, Gorgias, or Freshdesk on Shopify Excited by technology and sees AI as a partner that enhances skills

The Puffy DNA

We're restless, perpetually hungry, and fast-paced, driven by an unwavering belief that we can outperform any competitor -- regardless of their size.

Be the Owner: We don't hire employees; we welcome owners. You're accountable for results, not activity. Execute with Urgency: We thrive in high-stakes environments by making thoughtful decisions quickly and acting decisively. Demand Excellence: We solve the hard problems that others can't, pushing the boundaries of our craft. Go All-In: When the mission demands it, we rally as one team to cross the finish line.

Your Total Compensation & Benefits

Compensation:

Base salary + Excellent bonus earning potential based on sales

Health & Protection:

Comprehensive medical, dental, and vision insurance

Time Off:

Generous Paid Time Off (PTO) + US Public holidays

Work Environment:

Access to AI-native tool stack Learning & development opportunities International team collaboration (14+ nationalities)

Other Benefits:

401(k) with Company Match Free Puffy mattress after 6 months $1,000 Puffy/Halo Board store credit after 1 year

Ready to Shape Your Story?

Click "Apply" and take the first step.

Job Type: Full-time

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Professional development assistance Referral program Vision insurance Work from home
Location:

California (Required)
Work Location: Remote