AI-First Support Architect — Remote

Puffy; Minnesota; On-site; USD 110,000 - 125,800; Full time

Benefits offered by this job

Monthly performance bonuses

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

Job summary

A leading mattress brand in the USA seeks a Customer Support Tech Manager to own and innovate the support tech stack. Responsibilities include designing AI workflows to automate inquiries and managing a team of support agents. Candidates should have over five years of experience in customer support, strong expertise in Zendesk, and a deep understanding of AI workflows. This remote role offers a competitive salary, performance bonuses, and a comprehensive benefits package including healthcare and PTO.

Qualifications

• 5+ years of experience in customer support or operations management in e-commerce.
• Obsessed with AI workflow optimization and scalable solutions.
• Proven ability to lead and develop teams through enablement.

Responsibilities

• Architect AI-first customer support systems that eliminate ticket management.
• Lead a team across time zones, driving results.
• Build training playbooks to transform support agents into AI-first operators.

Skills

Customer support experience

Process mapping

Team leadership

Data analytics

Zendesk administration

AI workflow experience

Data visualization

Tools

Zendesk

Alhena AI

Looker

Job description

A leading mattress brand in the USA seeks a Customer Support Tech Manager to own and innovate the support tech stack. Responsibilities include designing AI workflows to automate inquiries and managing a team of support agents. Candidates should have over five years of experience in customer support, strong expertise in Zendesk, and a deep understanding of AI workflows. This remote role offers a competitive salary, performance bonuses, and a comprehensive benefits package including healthcare and PTO.