AI-First Customer Support Architect — Remote

Puffy; Colorado; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision insurance

Generous Paid Time Off (PTO)

401(k) with Company Match

Free Puffy mattress post 6 months

$1,000 Puffy store credit post 1 year

Job summary

A leading mattress brand is seeking an experienced Customer Support Manager to develop an AI-first support infrastructure. This role involves optimizing workflows and using technology to enhance customer experiences. The ideal candidate will have over 5 years in customer support management, data analysis skills, and expertise in tools like Zendesk and Alhena AI. Competitive salary package with remote work options and performance bonuses are offered.

Qualifications

• 5+ years of experience in customer support or operations management.
• Proven track record in a high-performance e-commerce environment.
• Demonstrated ability to lead and develop a team.

Responsibilities

• Architect a scalable, AI-powered customer support infrastructure.
• Optimize systems, workflows, and automate low-value interactions.
• Engineer an autonomous support ecosystem leveraging AI.

Skills

Customer support management

Workflow optimization

Data analysis

Team leadership

Zendesk administration

Chatbot training

Data visualization

Tools

Zendesk

Alhena AI

Looker

Tableau

Job description

A leading mattress brand is seeking an experienced Customer Support Manager to develop an AI-first support infrastructure. This role involves optimizing workflows and using technology to enhance customer experiences. The ideal candidate will have over 5 years in customer support management, data analysis skills, and expertise in tools like Zendesk and Alhena AI. Competitive salary package with remote work options and performance bonuses are offered.