AI-First Customer Success Leader (On-site NoHo, LA)

Puffy; Los Angeles (CA); On-site; USD 90,000 - 110,000; Full time

Job summary

Puffy, North Hollywood, CA, is hiring an AI-First Customer Success Manager to be on-site at NoHo. You will architect the complete customer journey infrastructure, overseeing Zendesk, Alhena AI chatbot, and automation tools to maximize uptime, efficiency, and ROI.

You will translate AI advances into world-class customer experiences, pilot new AI technologies, and engineer AI-to-human handoffs for complex needs while building data dashboards and driving data-driven excellence across the CS team.

Qualifications

• 5+ years of operations management or customer service/success leadership experience in high-performance e-commerce environments.
• Deep, systems-thinking ability focused on process mapping and workflow optimization.
• Proven ability to lead and develop teams, specifically training agents on new technologies.
• Highly analytical and data-fluent, comfortable building dashboards and interpreting complex datasets.
• Expert-level Zendesk administration knowledge and hands-on AI chatbot training experience.
• Genuine AI-first mindset.

Responsibilities

• Architect the Complete Customer Journey Infrastructure: control our entire Customer Service system- including Zendesk CRM, Alhena AI chatbot, and next-wave automation tools to ensure maximum uptime, efficiency, and ROI.
• Translate Leading-Edge AI into a World-Class Customer Experience: pilot new AI technologies- e.g., voice analysis and sentiment detection to design automated workflows that resolve customer issues instantly, and engineer flawless AI-to-human handoffs for more complex needs.
• Champion a Culture of Data-Driven Service Excellence: build the master dashboard for all CS operations, establish QA frameworks that guarantee a standard of excellence for both AI and human interactions, and deliver weekly performance reports that turn raw data into actionable strategies for improving customer satisfaction.

Skills

Operations leadership

Process mapping

Team leadership

Data dashboards

Zendesk admin

AI chatbot training

AI-first mindset

Job description

Puffy, North Hollywood, CA, is hiring an AI-First Customer Success Manager to be on-site at NoHo. You will architect the complete customer journey infrastructure, overseeing Zendesk, Alhena AI chatbot, and automation tools to maximize uptime, efficiency, and ROI.

You will translate AI advances into world-class customer experiences, pilot new AI technologies, and engineer AI-to-human handoffs for complex needs while building data dashboards and driving data-driven excellence across the CS team.