AI-First Customer Support Architect

Puffy; Town of Florida (NY); Remote; USD 110,000 - 125,800; Full time

Benefits offered by this job

Performance bonuses (up to 10%)

Comprehensive medical, dental, and vision insurance

Generous Paid Time Off (PTO)

401(k) with Company Match

Free Puffy mattress post 6 months

$1,000 store credit post 1 year completion

Job summary

A leading mattress company is seeking an AI First Customer Support Manager to transform luxury e-commerce support experiences. This role involves architecting a scalable support infrastructure, managing the entire technology stack, and leading a team in a fully remote environment. The ideal candidate has extensive experience in e-commerce customer support, strong leadership abilities, and technical proficiency in Zendesk and data visualization tools. This position offers competitive compensation, performance bonuses, and various employee benefits.

Qualifications

• 5+ years of experience in customer support or operations management, ideally in e-commerce.
• Systems-thinking mindset focused on optimization and automation.
• Experience in leading and training teams on new technologies.

Responsibilities

• Architect a scalable, AI-powered support infrastructure.
• Manage the customer support technology stack and optimize workflows.
• Lead a team while leveraging cutting-edge technologies.

Skills

Customer support management

Process mapping

Team leadership

Data analysis

Zendesk administration

Chatbot training

Data visualization tools

Tools

Zendesk

Alhena AI

Looker

Tableau

Job description

A leading mattress company is seeking an AI First Customer Support Manager to transform luxury e-commerce support experiences. This role involves architecting a scalable support infrastructure, managing the entire technology stack, and leading a team in a fully remote environment. The ideal candidate has extensive experience in e-commerce customer support, strong leadership abilities, and technical proficiency in Zendesk and data visualization tools. This position offers competitive compensation, performance bonuses, and various employee benefits.