Customer Support Manager, AI-First (Remote)

Puffy

Colorado

Remote

USD 90,000 - 110,000

Full time

14 days+

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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

Customer Support Manager, AI-First (Remote)

This range is provided by Puffy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$90,000.00/yr - $110,000.00/yr

Position: Customer Support Manager, AI-First

Compensation: USD $110,000 per annum + up to 10% Performance Bonus

Total Annual Package: Up to USD $125,800

Location: Remote

Role Overview

Puffy is the Top 5 Mattress Brand in the USA with over $ oriented sales. We're seeking an AI First Customer Support Manager to architect a scalable, AI-powered support infrastructure that transforms how luxury e-commerce delivers customer experiences.

You’ll own the entire customer support technology stack—optimizing systems, workflows, and data while automating low-value interactions to build a nearly autonomous support system that frees the sales team to drive growth.

What Is In It For You

This isn’t just another customer support role. This is your chance to become a true industry architect.

Build the Future of AI-Powered Support

You won’t just manage মানুষের helpdesk—you’ll engineer an autonomous support ecosystem. From training and tuning chatbots to designing AI-to-human handoff protocols, you’ll create systems that most CS leaders only read about in case studies. This is hands‑on architecture work that positions you at the forefront of AI‑first customer operations.

Partner with the 1%

🏆 Top 5 Mattress Brand in the USA with Over $1 Billion USD in Sales

💡 Work with Forbes Council Member CEO

Gain firsthand exposure to strategic decisions and high‑velocity execution that drives a global brand.

Embrace Radical Flexibility

Work from anywhere in the USA. No commute. No cubicle. Build your ideal work environment while leading a team across time zones and driving results that matter.

Own the Full Technology Stack

Zendesk, Alhena AI,/kernel data visualization tools, sentiment analysis, predictive support—you’ll Cheers authority and resources to research, pilot, and integrate cutting‑edge technologies. When you identify a better solution, you deploy it.

What You’ll Need

5+ years of experience in a customer support or operations management role, with a proven track record in a high‑performance e-commerce environment
A deep, systems‑thinking mindset; you are obsessed with process mapping, workflow optimization, and building scalable, automated solutions
Demonstrated ability to lead and develop a team, with specific experience in training agents on new technologies and processes
Highly analytical and data‑fluent; you are comfortableستن building dashboards, interpreting complex data sets, and using your findings to drive strategic decisions
Expert‑level knowledge of Zendesk administration (macros, triggers, workflows)
Hands‑on experience training and tuning a chatbot (like Alhena AI)
Proficiency with data visualization tools (e.g., Looker, Tableau)

The Puffy DNA

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.
Be AI‑First: Daily multi‑turn AI conversations challenge your assumptions.
When the mission demands it, we rally as one team to cross the finish line.
Monthly performance bonuses (up to 10%)
Comprehensive medical, dental, and vision insurance
Generous Paid Time Off (PTO) + US Public holidays
AI First organization with access to AI‑native tool stack
Remote First: Work from the comfort of your home office القاهرة
International team collaboration (14+ nationalities)
Eligibility for selection to the Leaders Club — an elite recognition program featuring premium wellness memberships, exclusive networking with senior leadership, and annual leadership retreats
Eligibility for nomination as ’We Are ’ Champion of the Month — monthly recognition with gift vouchers and company‑wide celebration for exceptional contributions